Customer Contact 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. We provide a great place to work and have been recognised in this year’s “Best Companies Awards” and “Inspiring Workplaces Awards”. Our contact centre management were also recognised for inspirational leadership at the 2021 North East Contact Centre Awards.
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.
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 8 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 that will increase in line with the band 2 to band 3 progression programmes
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.
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 purpose:
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.
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
In this role, you are required to:
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, complying with all regulatory requirements such as Data Protection, Customer Security and understanding and supporting vulnerable customers.
Working on a range of computer and telephony system applications, accurately inputting, maintaining, updating and amending customer information according to set procedures to ensure that the customers’ enquiries are handled appropriately and resolved fully.
Ability to comprehend and interpret policies and procedures across a variety of work areas. Using our internal online Knowledge Base to provide consistency of response.
Manages own workload and operates all services in line with performance, quality and other service level agreements including internal agreements and policies, technical instructions and procedures all within agreed time scales. Schedules call backs for customers where appropriate.
Work with a continuous improvement environment, providing feedback and ideas on how to improve services, policies and procedures.
The contact centre is demand led and advisors must be prepared to join the bidding process for shifts designed and produced by the Workforce Management System, or dependant on business need work a fixed working pattern or rotation to include Saturday working.
Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of the NHSBSA.
Ability to manage sensitive and emotive circumstances, including complaints respectfully and empathetically.
Adheres to the Data Protection Act and works in accordance with Quality standards.
Ensure compliance with equality legislation, and display active commitment to the need to ensure equality of opportunity and the benefits of Diversity.
When in contact with colleagues, customers, contractors and visitors, ensure that they are treated with dignity and respect.