Pcs Processing and Customer Advisor

3 weeks ago

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

If you are self-motivated, enjoy working in a customer focused environment and can manage a diverse workload, the NHS Business Services Authority (NHSBSA) have the opportunity for you We are looking for several colleagues to join our team of Processing and Customer Advisors on a permanent full time basis. This is a hybrid working role that requires flexible working between our office in Newcastle and home.

If you enjoy working independently on a variety of tasks, you have what this role needs You will join a pool of Processing and Customer Advisors, who flex between tasks to ensure business requirements are achieved.

What do we offer?
- A permanent role (on completion of a 6 month probationary period) working on a variety of different tasks as required
- Working days full time Monday to Friday, with flexible hours available from 7am into the evening. At times there may be a need for you to work specific daytime hours for training purposes and dependant on the task you are assigned to.
- 27 days leave (increasing with length of service) plus bank holidays
- NHS pension
- Hybrid working. Office attendance will be required at our Newcastle city centre processing office so you must live within a reasonable distance to attend the office.
- Access to a wide range of benefits and high street discounts

You will be able to demonstrate these essential skills and knowledge:

- High level of accuracy and attention to detail
- Comfortable with repetitive work
- Time management and ability to work flexibly to ensure deadlines are achieved
- Computer proficiency and keyboard skills
- Excellent Customer Service Skills
- Self-motivated
- Well organised and discreet

1. Tell us about a time when you have analysed and interpreted complex information from a variety of sources?

2. Tell us what experience you have of dealing with customers?

3. Tell us what exposure you have had to working flexibly on a variety of tasks and how you manage the workload?

4. Tell us about a time when you have followed technical instructions to complete a task?

At the NHS Business Services Authority (NHSBSA) we deliver a range of essential national services to NHS organisations and contractors, patients, and the public.

You may already be using some of our services. Do you have a prescription pre-payment certificate? Perhaps you found this vacancy through NHS Jobs? We’re behind these, and much more.

Being one of the UK’s Best Big Companies to work for, our values are to be Collaborative, Adventurous, Reliable and Energetic. We CARE about what we do and support each other in achieving our objectives.

Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. We are passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that.

At the NHSBSA we value and respect the diversity of our colleagues and are committed to being a flexible employer. We are proud to offer flexible working opportunities.

We are the NHS delivering for the NHS.

In this role, you are accountable for:
1. To analyse and interpret a range of complex information across a variety of different services and workstreams. Process appropriate information from relevant documentation and / or information systems.

2. Creating reports that can be presented to internal and external customers and stakeholders.

3. Ability to comprehend and interpret policies and procedures across a range of work areas. Make decisions in line with current NHSBSA, DH&SC, PHE policies and appropriate processing rules.

5. Using knowledge and guidance make appropriate decisions in line with current policies and regulations.

6. Ability to show genuine empathy, patience and resilience when communicating with our customers to deliver exceptional customer service and come to an agreed resolution.

7. Working to agreed performance and accuracy targets and standards, complying with all regulatory requirements such as Data Protection.

8. Working collaboratively to identify improvement across a range of business functions

9. Providing a flexible service to all NHSBSA customers with an emphasis on customer satisfaction.

10. Manages own workload and operates all services in line with Service Level Agreements, internal agreements and policies, technical instructions, and procedures and within agreed time scales.

11. Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of the NHSBSA

13. Identify and communicate any non-routine technical or system issues to appropriate people

14. Where required, may be requested to train, coach and mentor new or established staff to the duties of the role.

15. Where required, process quality standard sampling checks and provide feedback to managers and colleagues.

16. Participate in, and contribute to, the ORO+ process. Take ownership and responsibility for your personal development

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