Pcs Processing And Customer Advisor

In this role, you are accountable for: 1. To analyse and interpret a range of complex information across a variety of different services and workstreams. Process appropriate information from relevant documentation and / or information systems. 2. Creating reports that can be presented to internal and external customers and stakeholders. 3. Ability to comprehend and interpret policies and procedures across a range of work areas. Make decisions in line with current NHSBSA, DH&SC, PHE policies and appropriate processing rules. 4. Working on relevant computer system applications, accurately inputting, updating, and amending information, including where appropriate customer details, according to set procedures to ensure that the enquiries are handled appropriately and actioned fully. 5. Using knowledge and guidance make appropriate decisions in line with current policies and regulations. 6. Ability to show genuine empathy, patience and resilience when communicating with our customers to deliver exceptional customer service and come to an agreed resolution. 7. Working to agreed performance and accuracy targets and standards, complying with all regulatory requirements such as Data Protection. 8. Working collaboratively to identify improvement across a range of business functions 9. Providing a flexible service to all NHSBSA customers with an emphasis on customer satisfaction. 10. Manages own workload and operates all services in line with Service Level Agreements, internal agreements and policies, technical instructions, and procedures and within agreed time scales. 11. Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of the NHSBSA 12. Phone contact and email support required with stakeholders, internal and external customers, and clients. Face to face and virtual meetings may be required. 13. Identify and communicate any non-routine technical or system issues to appropriate people 14. Where required, may be requested to train, coach and mentor new or established staff to the duties of the role. 15. Where required, process quality standard sampling checks and provide feedback to managers and colleagues. 16. Participate in, and contribute to, the ORO+ process. Take ownership and responsibility for your personal development 17. Demonstrate an appreciation of Quality by complying with all Quality Systems, identifying, and recommending opportunities to improve working practices. 18. Responsible for the security of documents, information and equipment under their control and undertakes all duties in line with GDPR regulations