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Customer Contact Advisor

NHS AfC: Band 2

Main area
Customer Contact Advisor
Grade
NHS AfC: Band 2
Contract
Permanent
Hours
Full time 37.5 hours per week
Job ref
914-BSA1778-NS
Site
Bridge House
Town
Newcastle Upon Tyne
Salary
£17,460 - £18,702 per annum
Closing
20/12/2018 23:59

The NHS Business Services Authority (NHSBSA) is the main processing facility and centre of excellence for payment, reimbursement, remuneration and reconciliation for NHS Dental Practitioners, Pharmacists, NHS Pensions and other affiliated parties.

The NHS Business Services Authority (BSA) are currently recruiting for a number of Loss Recovery advisors to work at our award winning Customer Service Contact Centre. Initially employed at Band 2 there will be options for progression to band 3 based upon performance, knowledge and business requirements. We are a shared services organisation for a number of NHS bodies and BSA departments with our contact centre based in the heart of Newcastle upon Tyne city centre, which has a number of excellent public transport links.

The successful candidates will have experience in a customer service environment and will ideally have skills in or a high level of confidence in taking calls similar to collections, as well as having a natural talent for negotiation and influencing. You will be taking inbound calls from a range of customers regarding Prescription or Dental Penalty charges. There is an expectation to show empathy but at the same time be able to deal with some challenging conversations surrounding the penalty charges. A high attention to detail and accuracy is a must and you will enjoy working in a team environment. We are an inbound Contact Centre and there are no sales or cold calling involved within this role.

We are looking for people who want to do the right thing for the customer - but who also want to meet the objectives of the organisation. Maybe you’ve worked in a similar customer care role previously or you understand the burden of financial difficulties.

These are permanent positions with excellent opportunities for progression within the business to levels such as Team Managers and Deputy Manager’s career programs and even coaching roles. The NHS offers excellent working hours which are between 8am – 6pm Monday to Friday with only one in four Saturdays. We also provide dedicated support environment after an initial induction which is ran by Academy and Quality Coaches and technical specialists whilst offering the opportunities to be trained in other “non-collection” based work streams.

The NHS are looking for enthusiastic and committed individuals to join the organisation, as part of your job it will be down to you to listen to the customers, understand their needs and come with the perfect solution to suit. If you are able to bring the patience, enthusiasm and people skills to put the customer first and help achieve the organisations ambition of providing the best customer service possible, then this could the job for you.

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Further details / informal visits contact

nhsbsa.ccsrecruit1@nhs.net