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 development sessions, meetings and when 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’re proud to be part of something meaningful, that touches millions of lives.
We design our services around customer needs and place people at the heart of our organisation. That’s why when you join us, you’ll be empowered and supported to help your career grow.
As one of the UK’s Best Big Companies to work for, we’re 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 colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.
We’re committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.
Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most
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, complyin