Customer Contact Advisor

2 weeks ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Brook Street Full time

Job Title: Customer Contact Advisor at NHS Business Services Authority

Are you a people person with excellent communication skills? Brook Street is seeking Customer Contact Advisors to join the prestigious NHS Business Services Authority. This role will provide you with the chance to work in an award-winning contact centre equipped with global standard accreditation received in the past year.

You will play a vital role in assisting NHS employees, patients, and the public. This job serves as a fantastic stepping-stone towards a fulfilling career where you can truly make a difference in people's lives.

The NHS Business Services Authority, operating as an Arm's Length Body affiliated with the Department of Health and Social Care, oversees an annual budget exceeding £35 billion. Their responsibilities include managing various national services for NHS organizations, contractors, patients, and members of the public.

Join the Customer and Contact Centre Services (CCS) team, a shared service dedicated to supporting the NHS Business Services Authority. Here, you will handle incoming calls and interact across different workstreams and communication channels. As part of this team, you'll deliver exceptional customer service to both internal and external stakeholders.

In this role, you will have the opportunity to manage diverse workstreams tailored to the organization's needs and your expertise. Continuous training and support will be provided to ensure your success and growth within the company.

What we offer:

  • Hybrid working: After initial training, you have the flexibility to work remotely or in the office based on your preference or business requirements.
  • Regular working hours: Enjoy a 37.5-hour workweek with operations running from 8am to 6pm on weekdays and occasional Saturdays from 9am to 3pm.
  • Empowering environment: No outbound calls - resolve customer queries using available resources and guidance from team leaders.
  • Career development: Access a comprehensive learning program and career pathways leading to senior roles or transitions within the NHSBSA.
  • Employee benefits: Participate in well-being and inclusion networks and receive discounts from various retailers.

Main duties of the job:

  • Respond to customer inquiries promptly via telephone and other communication channels.
  • Collaborate with team members, provide assistance, and contribute to a positive work environment.
  • Offer tailored support to customers, ensuring their needs are met.
  • Engage in coaching sessions, team meetings, and continuous improvement initiatives.
  • Utilize computer systems accurately for data management and updates.

We are looking for candidates with customer service experience or strong communication skills eager to embark on a new career. If you have 3 GCSE passes, including Maths and English, effective communication abilities, IT proficiency, empathy, and attention to detail, we encourage you to apply.

The NHS BSA values diversity and promotes a flexible working environment. Whether you prefer hybrid working, remote opportunities, flexible hours, or job sharing, we are open to discussing the options available to you. Join us in making a positive impact through your work with the NHS.

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