Work for us
- NHS AfC: Band 5
- Full time: 37.5 Hours per week
- Hesketh House
- £24,214 - £30,112 per annum
- Today at 23:59
Who we are
We’re the NHS Business Services Authority. We provide critical central services to NHS organisations, NHS contractors, patients and the public. Have you had an EHIC card? Perhaps you’ve had an Exemption Certificate or have a Pre-payment Certificate to spread the cost of your prescriptions? We issue those. Maybe you’re a member of the NHS Pension Scheme? We administer the scheme on behalf of the Department of Health and Social Care. Ever applied for a vacancy on NHS Jobs? That’s one of our services too.
Our vision is to be the ‘delivery partner of choice’ for the NHS. Our values were developed with our people, for our people and they reflect the fact that we CARE passionately about what we do. They are to be Collaborative, Adventurous, Reliable, and Energetic. We know that how we approach our work contributes to our colleagues’ health, wellbeing, and sense of connection to the business. We aspire to be a great, inclusive place to work.
Our drive to make things easier for our customers has seen us increase the digitisation of our services and we’re using new technology to deliver efficiencies and improve the customer experience. We gather data and use it to help the NHS make more informed and effective decisions, as well as reduce fraud, error, and waste. We also see an opportunity to contribute to the wider health agenda in terms of prevention and health inequalities.
We’re doing exciting things in a complex and challenging landscape so come and join us.
What we offer
Come and work for us and you’ll receive a benefits package that rewards your hard work and commitment. Benefits you’ll receive include a minimum of 27 days annual leave per year which increases with length of service, plus Bank Holidays and the option to purchase additional leave, time off for volunteering, flexible working options, a generous Pension Scheme, access to loads of online and high street NHS Discounts including Apple Store, Sketchers, Nandos, and Vodafone, and perhaps most importantly – a work/life balance.
This is an exciting opportunity to join a highly successful multi-site professionally accredited Workforce Management Team, working to shape planning across the service, as the organisation evolves and strives for greater efficiency as well as pursuing new business opportunities.
You will have responsibility for Real Time and Workflow management, forecasting and coordinating resource planning activities within the Contact Centre and Back Office functions across Citizen Services. With a specific focus on working pattern flexibility, resource optimisation and holiday/shrinkage control to enable all departments to achieve Service Level Agreements. To develop and provide management information statistics to all team managers and relevant stakeholders throughout Citizen Services to enable the business to drive performance.
You will be responsible for managing and developing analysts within the team and will be required to work with colleagues at all levels. Team working is key, as is the ability to work through others and manage your own direct responsibilities.
Experience of working in a similar role within a Contact Centre or Back Office is essential. The post-holder will be naturally curious looking for improvements and new opportunities around both processes and technology, but balancing the need to achieve tight deadlines.
The post holder will have sound working knowledge of WFM systems, ideally InVision/Verint, as well as experience working with skill based routing workflow/telephony systems.
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Further details / informal visits contact
Carl Moore - firstname.lastname@example.org