AddressThis role involves providing excellent customer service to all customers who contact the GPhC through the Customer Contact Centre. Speed, quality, and professionalism of service are key. We deal with some complex and challenging cases, therefore good problem-solving skills and empathy are essential. The team has a focus on continuous improvement, and we encourage everyone to recognise where improvements could be made and suggest solutions.
This role is subject to a basic Disclosure and Barring Service (DBS) check as part of our pre-employment due diligence.
The successful applicant will:
- Have significant experience of handling high volumes of calls, preferably in a Contact Centre environment, with an understanding or appreciation of Contact Centre technology, pressures and work practices.
- Possess experience of effectively handling all types of callers, including difficult, irate or upset customers.
- Be able to draft bespoke answers in clear, concise language and have experience of providing written responses to customers.
- Be target driven with the drive and desire to make sure all individual and department targets are achieved.
- Be an active team player, demonstrate behaviours of helping colleagues, sharing information, identifying and solving process issues, flexibility to make sure that service level agreements are met and contribute to the morale of the team.
- Possess a pro-active, “can do” approach to helping customers, and the tenacity to make sure that answers are provided to customers and issues resolved.
- Apply the relevant management systems, procedures and policies relating to risk management, health and safety, information security and business continuity
- Have an unwavering commitment to equality, diversity and inclusion.
Benefits when joining our team
In return for their commitment and enthusiasm, applicants can expect a rewarding and challenging work environment, good work-life balance and workloadplus an excellent benefits package that includes:
- 30 days holiday (plus bank holidays) with the option to buy an additional 5 days.
- A choice between two pension providers: NHS pension scheme or Standard Life.
- Career breaks and sabbaticals.
- Private medical insurance, life assurance, season ticket loan, bike loan and many more.
Follow this link to see our benefits guide [PDF 233 KB]
About the GPhC
We are a respected regulatory body that regulates pharmacists, pharmacy technicians and pharmacies in Great Britain. We work to assure and improve standards of care for people using pharmacy services.
Our organisation has a long-term vision and a desire for highly skilled and specialist staff. We are committed to providing workforce learning and development opportunities.
Following the Covid-19 pandemic, we have adopted a hybrid working approach, which combines office and home working. Staff are predominantly home-based and office attendance depends on the nature of the role and the requirements of the team.
We are proud of our diverse and inclusive culture and are committed to holding ourselves to the same standards we expect of others.
Follow this link to see our privacy policy and understand how we collect, use and share your personal data during our recruitment process.
Applying for this role
If you feel you have the required experience and skills and would like to join us, please click on this link to complete your supporting statement section explaining how you meet each of the criteria for the role, and where you found out about this vacancy.
