Job summary
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-3pmNo 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 requiredSupportive learning programme provided for all new startersAn industry leading career pathway programme open to all, opening doors to more senior roles or to other teams in the NHSBSA27 days leave (increasing with length of service) plus 8 bank holidaysActive wellbeing and inclusion networksExcellent pensionNHS Car lease schemeAccess to a wide range of benefits and high street discounts
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 may have experience in customer service already or may be confident communicators who are looking to start a new career. We would love you to apply if:
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
About us
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 welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more.
Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you.
We are people connected to care.
Job description
Job responsibilities
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 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
In this role, you are required to:
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.
Work on relevant computer system applications, accurately inputting, updating and amending customer information according to set procedures to ensure that the customers enquiries are handled appropriately and resolved fully.
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 the values and behaviours of the NHSBSA.
Ensuring compliance with equality legislation and displaying active commitment to the need to ensure equality of opportunity and the benefits of Diversity.
Job description
Job responsibilities
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 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
In this role, you are required to:
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.
Work on relevant computer system applications, accurately inputting, updating and amending customer information according to set procedures to ensure that the customers enquiries are handled appropriately and resolved fully.
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 the values and behaviours of the NHSBSA.
Ensuring compliance with equality legislation and displaying active commitment to the need to ensure equality of opportunity and the benefits of Diversity.
Person Specification
Experience
Essential
- Experience of working in a customer service focussed environment.
- Experience of understanding and following detailed technical instructions.
- Experience of dealing with internal and external customers on the telephone.
Desirable
- Experience of other forms of communication such as email, social media.
- Experience of working on a diverse range of systems.
- Computer literacy skills.
Personal Qualities, Knowledge and Skills
Essential
- Able to deliver excellent customer service whilst meeting deadlines and targets.
- Ability to handle complex telephone queries effectively and to deal with dissatisfied or difficult customers.
- Ability to handle concurrent tasks/ systems and cope with distractions.
- Adaptable, with proven ability to respond to and switch between a wide variety of queries and systems effectively.
- Flexible approach.
- Excellent communication skills both written and verbal.
- Proven time and self-management skills.
- Positive attitude and self-motivated.
- Evidence of ability to work using own initiative.
- Discreet and sympathetic with a calm and confident manner.
- Committed to contributing effectively to team working.
- Resilient when dealing with challenging and complex queries.
Desirable
- Ability to work quickly and accurately with an eye for detail.
- Good grammar and spelling.
Qualifications
Essential
- NVQ 3 or equivalent in customer service.
Person Specification
Experience
Essential
- Experience of working in a customer service focussed environment.
- Experience of understanding and following detailed technical instructions.
- Experience of dealing with internal and external customers on the telephone.
Desirable
- Experience of other forms of communication such as email, social media.
- Experience of working on a diverse range of systems.
- Computer literacy skills.
Personal Qualities, Knowledge and Skills
Essential
- Able to deliver excellent customer service whilst meeting deadlines and targets.
- Ability to handle complex telephone queries effectively and to deal with dissatisfied or difficult customers.
- Ability to handle concurrent tasks/ systems and cope with distractions.
- Adaptable, with proven ability to respond to and switch between a wide variety of queries and systems effectively.
- Flexible approach.
- Excellent communication skills both written and verbal.
- Proven time and self-management skills.
- Positive attitude and self-motivated.
- Evidence of ability to work using own initiative.
- Discreet and sympathetic with a calm and confident manner.
- Committed to contributing effectively to team working.
- Resilient when dealing with challenging and complex queries.
Desirable
- Ability to work quickly and accurately with an eye for detail.
- Good grammar and spelling.
Qualifications
Essential
- NVQ 3 or equivalent in customer service.
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
