Contact Centre Advisor

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.

## 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-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 bank holidays Active wellbeing and inclusion networks Excellent pension NHS Car lease scheme Access 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.

You may have experience in customer service already or maybe a confident communicator, who is 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

## Working for our organisation 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.