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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
Newcastle Upon Tyne
£18,546 - £19,918 per annum
Salary period
30/01/2022 23:59

The NHS Business Services Authority (BSA) are currently recruiting for a number of Inbound Customer Contact Advisors to work as part of the team within our Award-Winning Customer Contact Centre. When we say award-winning, we mean it!

  • Contact Centre of the Year 2020 and shortlisted for Contact Centre of the Year 2021 (European Contact Centre Awards)
  • Won ‘Great Places to Work 2021’ and ‘Best People Engagement Strategy 2021’ (North East Contact Centre Awards)
  • ‘Team of the Year Gold Winner’ for our People Progression Team (National Contact Centre Awards)

And also in the top 25 companies to work for in 2020 Best Companies Survey! The role is the perfect stepping-stone into a rewarding career within the NHS, initially employed at Band 2 there will be options for progression to Band 3 based upon skills, performance and knowledge. We are a Shared Services organisation for a number of NHS bodies and BSA departments with our Contact Centre teams based across two sites; our Hesketh House site based in Fleetwood and our Newcastle upon Tyne office based in the heart of the city centre.  

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 customer telephone calls, as well as having a natural talent for negotiation and influencing. There is an expectation to show empathy to our customers but at the same time be able to deal with some potentially 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, as you may be required to take inbound calls from a range of customers.

These are permanent positions after an initial probation period and there are excellent opportunities for progression within the business through our Career Pathways development programme to develop into specialist, coaching or leadership roles. The NHSBSA offers excellent working patterns which is between Monday to Friday with occasional (one in five) Saturdays. We also provide a comprehensive training and coaching based induction followed by a dedicated support environment which is ran by Academy and Quality Coaches with technical specialist support whilst offering the opportunities to be trained in other 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. 

The NHS Business Services Authority is committed to being a flexible employer and are proud to offer flexible working opportunities. If you’re interested in Hybrid working, working within an office location, or working from home, apply today and we can discuss available options with you at the interview stage.

Stonewall Top 100 Employer 2020Disability confident leaderDefence Employer Recognition Scheme (ERS) - SilverStep into healthBetter Health at Work AwardTop 5 Best OrganisationsTop 25 Best Big Companies to Work forArmed Forces Covenant Gold AwardENEI TIDE Gold 2021

Documents to download

Apply online now

Further details / informal visits contact

Ellie Hiscock
Email address