Call Centre Advisor - NHS BSA - Newcastle

Job Overview

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.

Working for our organisation

Here at NHS Business Services Authority (NHSBSA), what we do matters.
The NHS Business Services Authority is an Arm\’s Length Body of the Department of Health and Social Care. They manage over £35 billion of NHS spend annually delivering a range of national services to NHS organisations, contractors and members of the public. Customer and Contact Centre Services (CCS) is a shared service for the NHS Business Services Authority. The Contact Centre handles incoming telephone calls, there is an opportunity to work across various workstreams and media methods. We manage the NHS Pension Scheme, process prescription payments and much more. we take pride in being part of something so meaningful, that touches millions of lives. 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.

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 and encouraged to attend the office frequently for meetings, team events and 1 to 1 meetings where it is deemed necessary. Please note: You will not be a permanent homeworker.
• Full time – 37.5 hour working weeks in shifts across our 8am-6pm Contact Centre 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 a 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.
• Active wellbeing and inclusion networks
• Access to a wide range of benefits & high street discounts
• Band 3 Salary

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 across various computer systems, accurately inputting, updating and amending information.
• Over time we would be looking for you to manage a diverse portfolio of workstreams.

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:

• Confident in taking customer telephone calls and handling customer enquiries using various media methods.
• Can communicate effectively with others.
• IT Literate
• You can show empathy when dealing with some potentially challenging conversations
• You have a high attention to detail

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.
As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.
Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.
In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.