Apprentice Customer Service Advisor

5 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 Apprentice Customer Service Advisors to work at our award-winning 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.

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. If you chose to work from home, you are expected to attend the office for meetings, team events, development sessions and 1 to 1 meetings where it is deemed necessary.

37.5 hour working week, 80% of this time will be spent in the contact centre environment whilst 20% of your time will be used to work towards a Level 2 Customer Service Apprenticeship, including Functional Skills in Maths and English if required.

Shifts across our 8am-6pm opening hours Mon-Fri, and 1 in 5 Saturdays on average 9am-3pm

No outbound calls.

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

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.

**In this role, you are accountable for**:
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 spirit and aiding others to succeed. Using own knowledge and experience, to coach other team members or new colleagues where appropriate. Actively take part and contribute to training initiatives.

Providing help and guidance to customers, tailoring conversations to the customers’ needs across a variety of different products and services. Ensuring that the customer is at the heart of everything that you do.

Good verbal, oral and written communication skills with the ability to adapt your style to the appropriate channel of communication, whilst maintaining a strong customer service emphasis.

Takes an active part in monthly coaching sessions and team meetings with managers and other team members, working collaboratively to identify improvement areas and recommending their own actions for development.

Working to agreed performance and accuracy targets and standards, complying with all regulatory requirements such as Data Protection, Customer Security and understanding and supporting vulnerable customers.

Ability to comprehend and interpret policies and procedures across a variety of work areas. Using our internal online Knowledge Base to provide consistency of response.

Manages own workload and operat

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