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Customer Contact Advisor

NHS AfC: Band 2

Main area
Customer Contact Advisor
NHS AfC: Band 2
Full time - 37.5 hours per week
Job ref
Bridge House / Hesketh House
Newcastle Upon Tyne / Fleetwood
£18,005 - £19,337 per annum
Salary period
30/06/2021 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 a European Health Insurance Card (EHIC)? 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, including 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 discounts including holidays, computers, insurance, mobile phones and meals out, and perhaps most importantly – a work/life balance.

The NHS Business Services Authority (BSA) are currently recruiting for a number of advisors to work at our Award-Winning Customer 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. 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 NHSBSA offers excellent working patterns which is between Monday to Friday with only one in five Saturdays. We also provide a 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. 

In your application, please answer the below questions; 

1.  When have you demonstrated good communication skills at work? 

2.  Can you give an example of your Customer Service skills? 

3.  When have you shown good time management? 

4.  Can you give an example of when you've shown a good level of work accuracy while working at high speed? 

The position is currently home working and open to Newcastle and Fleetwood Sites.

Stonewall Top 100 Employer 2020Disability confident leaderDefence Employer Recognition Scheme (ERS) - SilverEmployers Network for Equality & InclusionStep into healthBetter Health at Work Award

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