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Nhsbsa Customer Contact Advisor

3 months ago

Newcastle upon Tyne, United Kingdom Brook Street Full time

Brook Street are looking for highly skilled Inbound Customer Service Advisors with start date **2nd May **to work for the renowned NHS Business Services Authority. They have an award-winning contact centre with global standard accreditation in the last 12 months. Successfully maintained a 2-star company to work for in the Best Companies annual survey. Excellent career and progression opportunities within to build on your skills and ambition.

**Job purpose**:
Customer and Contact Centre Services (CCS) is a shared service for the NHS Business Services Authority. The Contact Centre handles customer enquiries across a variety of media methods with advisors multi skilled and able to handle multiple workstreams.
The post holder will work as part of a team to provide excellent customer service to both internal and external customers.
As this is intended as a progression role, the post holder will be expected to gain and manage a diverse portfolio of workstreams that will increase in line with the band 2 to band 3 progression programme, which will be flexible to suit the needs of the business and the competence and experience of the advisor

**What do we offer?**
- 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
- Active well-being and inclusion networks
- Access to a wide range of benefits and high street discounts
- £10.37 an hour
- ** Fully remote homeworking role, must be based within 40 miles of Newcastle Upon Tyne.**

Main duties of the job
- 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
- You would be confident in taking customer telephone calls
- You have a natural talent for negotiation
- You can show empathy when dealing with some potentially challenging conversations
- You have a high attention to detail

Please click on the link to gain an insight of what working with the NHS means for you