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Apprentice Customer Service Advisor

NHS AfC Band 1: Apprenticeship

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Customer Service Advisor
NHS AfC Band 1: Apprenticeship
Fixed Term for 18 Months
Full Time 37.5 hours per week
Job ref
Bridge House
Newcastle Upon Tyne
£11,553 Per Annum
27/02/2018 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.

Applications to join the NHS Business Services Authority (NHSBSA) as an apprentice within our award winning contact centre is now open for submission. This is an exciting opportunity to join the Contact Centre team based at our Newcastle City Centre as we are currently looking to recruit Customer Service Advisor apprentices. There’s a lot you might have heard about apprenticeships. Ours is a little different. This is a real paid role. Through continued guidance, support and training, you will develop skills and knowledge, obtain a recognised qualification and the potential to have a real career with us upon completion of your apprenticeship and best of all, it’s open to everyone.

Who can apply?

You might be leaving school, you could be unemployed, or changing careers, or you may even be retired – or even already working, looking for something a little more fulfilling.

If you’re aged 16 or over and no longer in full-time education, you’re eligible to apply for a Customer Services Apprenticeship within the Contact Centre of the NHSBSA.

What’s the application process?

The most important thing about the process is discovering if you’re right for us and if an NHSBSA Customer Services Apprenticeship is right for you. That’s why we’ve created a recruitment process that helps us discover everything we need to know about each other.

What do we offer?

You will be employed as a Customer Services Advisor and undertake a Customer Services Level 2 Apprenticeship. You will be offered a Fixed Term Contract for 18 months and you will be paid a starting salary of £11,553 for the first 12 months of your qualification. Upon satisfactory completion of your apprenticeship (which usually takes 12 months), there is the potential opportunity to move onto a permanent contract and a higher salary. As part of your apprenticeship 20% of your contracted hours will be spent in off-the job learning, studying towards your qualification. This may be in a learning centre in Newcastle City Centre, or in the Contact Centre at Bridge House. You will also receive 27 days annual leave (pro rata), access to lots of NHS discounts, and the opportunity to join the NHS Pension Scheme.

What support will I get?

From the moment you start with the NHSBSA, you will receive all the support you need to help you settle into your apprenticeship and your new role. Support will range from a comprehensive induction and then follow up support from dedicated coaches within the contact centre and your line manager as well as the assessor from the Training Provider, guiding you through your apprenticeship to offer advice and guidance.

More about the NHS Business Services Authority Customer Services Advisor role

Through joining the award winning customer service team at the NHSBSA, you’ll be working in the contact centre which is a shared service for a number of NHS bodies and NHSBSA departments.

The centre handles customer calls of varying complexity with advisors multi-skilled and able to handle a mix of calls. You could be taking calls from customers who want to renew their European Health Card, or alternatively, you could be working within our Loss Recovery Department, taking inbound calls regarding Prescription or Dental Penalty charges.

It’ll be down to you to listen to our customers, understand their needs and come up with the perfect solution to suit. It won’t always be a walk in the park though. Meeting targets, staying positive, being polite on every call and supporting customers with their queries, are all part of the job.

But if you can bring the patience, enthusiasm and people skills it takes to put the customer first and help us achieve our ambition of providing the best customer service possible, then an apprenticeship within the NHSBSA Contact Centre could be the job for you.

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Further details / informal visits contact

Faisal Izzat
Training and Recruitment Service Delivery Manager
Tel: 0191 203 5198


Michael Dunn
Training and Resource Lead
Tel: 0191 203 5689