Customer Contact Advisor

3 months ago

Newcastle upon Tyne, United Kingdom NHS Business Services Authority Full time

If you have good communication skills and enjoy talking to people, we have the opportunity for you We are looking for advisors to work at our award-winning Customer Contact Centre. This role is the perfect stepping-stone into a rewarding career where you can make a difference to the lives of NHS employees, patients, and the public. We provide a great place to work and have been recognised in this year’s “Best Companies Awards” and “Inspiring Workplaces Awards”. Our contact centre management were also recognised for inspirational leadership at the 2021 North East Contact Centre Awards.

What do we offer?

Hybrid working - once your initial training is complete, you can work predominantly from home with the opportunity to be office based should you prefer, or if business need requires it.

37.5 hour working weeks, in shifts across our 8am-6pm opening hours Mon-Fri, and 1 in 5 Saturdays on average 9am-3pm

No outbound calls, and our advisors are empowered to solve customer queries using our bank of support resources and constant connection to a team leader if advice is required

Supportive learning programme provided for all new starters

An industry leading career pathway programme open to all, opening doors to more senior roles or to other teams in the NHSBSA

27 days leave (increasing with length of service) plus 8 bank holidays

Active wellbeing and inclusion networks

Excellent pension

NHS Car lease scheme

Access to a wide range of benefits and high street discounts

Answer customer enquiries using a variety of media methods promptly within performance agreements

Contribute to building team spirit and aiding others to succeed

Provide help and guidance to customers, tailoring conversations to their needs ensuring they are at the heart of everything you do.

Take an active part in coaching sessions and meetings with managers and your team, working collaboratively to identify improvements

Working on computer systems, accurately inputting, updating and amending information

Over time we would be looking for you to manage a diverse portfolio of workstreams that will increase in line with the band 2 to band 3 progression programmes

Answer customer enquiries using a variety of media methods promptly within performance agreements

Contribute to building team spirit and aiding others to succeed

Provide help and guidance to customers, tailoring conversations to their needs ensuring they are at the heart of everything you do.

Take an active part in coaching sessions and meetings with managers and your team, working collaboratively to identify improvements

Working on computer systems, accurately inputting, updating and amending information

Over time we would be looking for you to manage a diverse portfolio of workstreams.

Here at the NHS Business Services Authority (NHSBSA), what we do matters.

 We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we take pride in being part of something so meaningful, that touches millions of lives.

 Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That’s why when you join us, you’ll be empowered and given the right support to help your career grow.

 As one of the UK’s Best Big Companies to work for, we’re all connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.

We strive to offer a fantastic colleague experience, where every voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work.

We are people connected to care.

The Contact Centre handles customer enquiries across a variety of media methods with advisors supported to become multi skilled and able to handle multiple workstreams. The post holder will work as part of a team to provide excellent inbound customer service to customers.

The post holder will be supported to gain and manage a diverse portfolio of workstreams which will be flexible to suit the needs of the business and the competence and experience of the advisor

**In this role, you are required to**:
Responsible for answering a diverse range of external and internal customer enquiries, which can be sensitive in nature, using a variety of media methods promptly within agreed performance, quality and other service level agreements. Provides a flexible service to all NHSBSA customers with emphasis on customer satisfaction.

Using knowledge and experience to resolve a range of customer queries which may require use of own judgement, escalating where it is required.

Ability to work well as part of a team and be open-minded towards the ideas and views of others. Fully contribute to building team spiri

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