Customer Service Adviser
3 days ago
Working within our Customer Service Centre you will be dealing with inbound customer queries over the telephone and provide excellent service to our NHS colleagues as the main point of contact for query resolution into all services we deliver.
**Job title**:
Customer Service Adviser
**What you’ll be doing**:
- You will ensure all enquiries are dealt with in accordance with PCSE regulations, guidance and standard operating procedures.
- Work within our Customer Service Centre dealing with inbound customer queries over the telephone
- Deal with incoming mail and other non-telephony queries from various NHS contacts within our CRM system.
- Provide excellent service to our NHS colleagues as the main point of contact for query resolution into all services we deliver.
- Ensure all enquiries are dealt with in accordance with GDPR, PCSE regulations, guidance and standard operating procedures.
- Be the proactive point of contact for any incoming query, ensuring these are actioned appropriately.
- Route certain calls into specific specialised teams as appropriate.
- Take ownership by proactively managing and investigating caseloads.
- Aim to answer callers queries where possible without the need to hand off by utilising in house knowledge systems and resources available through the PCSE website.
**What we're looking for**
- A passion for delivering excellent customer service.
- A genuine interest in other people.
- Excellent communication and listening skills.
- The ability to explain complex information clearly and simply.
- Good level of IT literacy skills.
- Great attention to detail and data entry skills
- Can effectively prioritise and manage own workload including a portfolio of cases/queries
- Provide a high degree of quality and achieve accuracy benchmarks
- Flexibility to travel one day per week into the office
**About PCSE**
With Primary Care Support England (PCSE), we’re transforming healthcare delivery. Our services enable the NHS to spend less time on administration and more time looking after its patients. Our teams are helping to move medical records, providing supplies via an online portal and managing GP practice closures and mergers. Join us and discover better as you shape the future of healthcare.
**What’s in it for you?**
- £21,225 Annual Salary
- Flexible working hours
- **23 **days’ holiday **(rising to **27 **) **with the opportunity to buy extra leave
- company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks and plenty more
- voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
- the opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
- access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
**What we hope you’ll do next**:
**Location**:
Blackburn
,
United Kingdom
**Time Type**:
Full time
**Contract Type**:
Permanent
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