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Inbound Employee Support Operative

2 months ago

Southampton, Hampshire, United Kingdom Sopra Steria Full time
Are you looking for a step into the wonderful world of NHS Shared Business Services? Do you have a passion for helping people and have great IT skills? Are you not sure which direction your career is going and looking for something new.

We believe we have a new exciting challenge for you

We are looking to expand our team of Inbound call agents due to internal progression working on the Employee Services Desk. You will act as the initial point of contact for all NHS SBS clients and staff to resolve their payroll and pensions queries. We will provide all the training and support for you to become a dedicated, knowledgeable member of the team, able to be flexible in your approach, whilst delivering excellent customer service.

This a hybrid role is predominantly home based with the teams spending each Monday working collaboratively in our new modern office setting in Southampton, overlooking the marina. The office has great kitchen facilities, fresh fruit is provided daily, breakfast and unlimited coffee from our state-of-the-art coffee machine is available for all throughout the day. The team work within the hours of 8am-6pm. Shifts are 8am-4pm, 8.30am-4.30pm, 9am-5pm, 9.30am-530pm, 10am-6pm on a non-recurring flexible shift pattern.

What you'll be doing:
  • Resolving queries from both internal and external customers by telephone, emails or internal CRM system.
  • Providing clear, concise, and accurate information to customers and third parties via inbound calls, making sure that a positive and professional manner is deployed at all times
  • Consistently deliver outstanding customer service levels whilst achieving standards set within contractually agreed time frames
  • Effectively listening to customer queries and striving to resolve them on first contact, wherever possible
  • Constructing suitable responses to queries from staff, HMRC and other outside organisations verbal and written and flexibly process multiple enquiries on multi customer payrolls.
  • Working within set processes to Departmental Internal Controls and the financial framework determined by the client

What you'll bring:
  • Experience in a dedicated customer service environment, either face to face or in a telephony role
  • Proficient at using MS Office (Word, Excel etc.)
  • Quick at learning new IT systems
  • The ability to multitask and prioritise workloads
  • Experience of working towards performance targets

If you are interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply, we'd love to hear from you

Employment Type: Full-time, Permanent
Location: Southampton
Security Clearance Level: DBS
Internal Recruiter: Chloe
Salary: £24,000 per annum
Benefits: 25 days annual leave with the choice to buy additional days, life assurance, pension, and generous flexible benefits fund

Loved reading about this job and want to know more about us?

NHS Shared Business Services (NHS SBS) was created by the Department of Health and Social Care to deliver corporate services to the NHS. A unique joint venture with Sopra Steria, a European leader in digital services and software development, we make life easier for NHS employees, patients, and suppliers, and deliver value for money to the taxpayer. Proud members of the NHS family, we provide finance & accounting, digital, procurement and workforce services to more than half the NHS in England, and our solutions are underpinned by cutting-edge technologies and our teams' expertise, in-depth understanding of the NHS, and commitment to service excellence.
We share common values and unity of purpose with the rest of the NHS family, are committed to being a force for good, and are dedicated and empowered to act responsibly and sustainably at organisational, team and individual level.

Would you like to join us on our journey?

We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We have partnered with Vercida , the UK's largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format.
If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.