Contact Centre Advisor

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.
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 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 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.
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
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.
As this is intended as a progression role, 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
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.
Demonstrate 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.
Take an active part in coaching sessions and meetings with managers and your team, working collaboratively to identify improvements
Comply with all regulatory requirements such as Data Protection, Customer Security and understanding and supporting vulnerable customers.
Understanding and interpreting policies and procedures across a variety of work areas. Using our internal online Knowledge Base to provide consistency of response.
Managing own workload to perform to agreed standards within allocated time scales.
Work flexibly on shifts from 8am-6pm Monday to Friday (37.5hrs per week), and one Saturday in 5 on average.
Treating people with respect under all circumstances, upholding and demonstrating t