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NB: This vacancy closed to applications on 19/01/2020.

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Telephony Analyst

Job Reference: 914-BSA2223

Employer:
NHS Business Services Authority
Location:
Bridge House, Newcastle upon Tyne
Salary:
£24,214 - £30,112 per annum

Who we are

We’re the NHS Business Services Authority. We provide critical central services to NHS organisations, NHS contractors, patients and the public. Have you had an EHIC card? Perhaps you’ve had an Exemption Certificate or have a Pre-payment Certificate to spread the cost of your prescriptions? We issue those. Maybe you’re a member of the NHS Pension Scheme? We administer the scheme on behalf of the Department of Health and Social Care. Ever applied for a vacancy on NHS Jobs? That’s one of our services too.

Our vision is to be the ‘delivery partner of choice’ for the NHS. Our values were developed with our people, for our people and they reflect the fact that we CARE passionately about what we do. They are to be Collaborative, Adventurous, Reliable, and Energetic. We know that how we approach our work contributes to our colleagues’ health, wellbeing, and sense of connection to the business. We aspire to be a great, inclusive place to work.

Our drive to make things easier for our customers has seen us increase the digitisation of our services and we’re using new technology to deliver efficiencies and improve the customer experience. We gather data and use it to help the NHS make more informed and effective decisions, as well as reduce fraud, error, and waste. We also see an opportunity to contribute to the wider health agenda in terms of prevention and health inequalities.

We’re doing exciting things in a complex and challenging landscape so come and join us.

What we offer

Come and work for us and you’ll receive a benefits package that rewards your hard work and commitment. Benefits you’ll receive include a minimum of 27 days annual leave per year which increases with length of service, plus Bank Holidays and the option to purchase additional leave, time off for volunteering, flexible working options, a generous Pension Scheme, access to loads of online and high street NHS Discounts including Apple Store, Sketchers, Nandos, and Vodafone, and perhaps most importantly – a work/life balance.


This is an exciting opportunity to join a highly successful multi-site professional Telephony Team. You will play a key part in supporting the business in the transition of telephony from Avaya to Cisco.

The Telephony Analyst will be responsible for the day to day performance, maintenance and change management of all aspects of call routing for the Citizen Services Contact Centre. This will be delivered by driving telephony performance acting as the point of contact for all telephony issues and solutions.

Working in partnership with our managed service partners as well as other third parties assuring effective collaborative working. Providing regular and timely reporting to key stakeholders on all telephony issues, fostering good working relationships with both internal & external customers.

Experience of working in a similar Telephony role is essential, ideally within a Contact Centre environment. The post-holder will be naturally curious looking for improvements and new opportunities around both processes and future technology, but balancing the need to achieve tight deadlines.

You will have sound working knowledge of WFM/Telephony systems, ideally Avaya CMS /Cisco. In depth knowledge call routing, as well as experience of working with skill based routing telephony systems.

Management of the Contact Centre IVR's and Voice Automation applications performance.

You will also be responsible for managing and developing support staff within the team and will be required to work with colleagues at all levels.

For further details contact:

Dane Jasper- dane.jasper@nhs.net- 0191 203 5620

 




The NHSBSA is passionate about creating a diverse and inclusive organisation, which is a great place to work and truly reflects the diversity of our customers. We are looking for applications from talented people of diverse characteristics including age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, race or ethnicity, religion or belief, sex, sexual orientation, or any marginalised group. We also welcome applications from all those in the Armed Forces Community

At the NHSBSA we pride ourselves on being are a Disability Confident employer and we’ve recently been awarded the Employers Network for Equality and Inclusion Gold Standard benchmark. We offer an invitation to the first stage of the selection process for people with disabilities who wish to be considered under the Disability Confident scheme.


Tier 2 Certificate of Sponsorship

Applications from job seekers who require Tier 2 sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post as the employing body is unlikely, in these circumstances, to satisfy the Resident Labour Market Test. The UK Visas and Immigration department requires employers to complete this test to show that no suitably qualified EEA or EU worker can fill the post. For further information please visit the UK Visas and Immigration website.

From 6 April 2017, Tier 2 skilled worker applicants, applying for entry clearance into the UK, must present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) will also be subject to this requirement.

Guidance can be found here Criminal Records Checks For Overseas Applicants



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  • Disability Confident Employer
  • Employer Recognition Scheme Bronze
  • Stonewall Top 100 Employer 2020
  • Step Into Health
  • ENEI TIde Gold 2019