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Contact Centre Support Analyst

NHS AfC: Band 3

Main area
Contact Centre Analyst
NHS AfC: Band 3
Full time: 37.5 hours per week
Job ref
Bridge House, Hesketh House, Wakefield House
Newcastle Upon Tyne, Fleetwood, Wakefield
£19,737 - £21,142 per annum
Salary period
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 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.

This is an exciting opportunity to join a highly successful, multi-site, professionally accredited Workforce Management Team that is working to shape planning across the service, as the organisation evolves and strives for greater efficiency as well as pursuing new business opportunities.

As part of the Workforce Management Team, the post has responsibility for ensuring that Real Time, Planning & MI activities are dealt with in a timely and accurate manner. You will ensure that information held on the Workforce Management Tool, ACD and other systems is accurate and up to date.

Working as part of a team you will support the business in the pursuit of maximizing performance through management of real-time performance, planned offline activity, shrinkage optimization and centralized holiday management.

You will oversee the short-term forecasts and resource planning cycles for relevant business areas. You will analyse data trends, identify forecast issues and recommend changes.

The post holder will have sound working knowledge of WFM systems, ideally Verint and/or Cisco, as well as experience working with skill-based routing workflow/telephony systems.

This position is open to all sites.

The NHSBSA values and respects the diversity of its employees, and aims to recruit a workforce which reflects our diverse communities. We welcome applications irrespective of people’s age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances.

Stonewall Top 100 Employer 2020Disability confident leaderDefence Employer Recognition Scheme (ERS) - SilverEmployers Network for Equality & InclusionStep into health

Documents to download

Apply online now

Further details / informal visits contact

Victoria Harper
Email address
Additional information

Jared Mullarkey