Job Description

Brook Street are looking for highly skilled Inbound Customer Service Advisors with start date 12th December to work for the renowned NHS Business Services Authority. They have an award-winning contact centre with global standard accreditation in the last 12 months. Successfully maintained a 2-star company to work for in the Best Companies annual survey. Excellent career and progression opportunities within to build on your skills and ambition.

Please complete the questionnaire below if you would like to go forward with your application:

Job purpose:
Customer and Contact Centre Services (CCS) is a shared service for the NHS Business Services Authority. The Contact Centre handles customer enquiries across a variety of media methods with advisors multi skilled and able to handle multiple workstreams.
The post holder will work as part of a team to provide excellent customer service to both internal and external customers.
As this is intended as a progression role, the post holder will be expected to gain and manage a diverse portfolio of workstreams that will increase in line with the band 2 to band 3 progression programme, which will be flexible to suit the needs of the business and the competence and experience of the advisor

What do we offer?

  • Home working – once your initial training is complete, you can work from hom e with the opportunity to be office based should you prefer, or if business need requires it.
  • 37.5 hour working weeks, in shifts across our 8am-6pm opening hours Mon-Fri, and 1 in 5 Saturdays on average 9am-3pm
  • No outbound calls, and our advisors are empowered to solve customer queries using our bank of support resources and constant connection to a team leader if advice is required
  • Supportive learning programme provided for all new starters
  • An industry leading career pathway programme open to all, opening doors to more senior roles or to other teams in the NHSBSA
  • Active well-being and inclusion networks
  • Access to a wide range of benefits and high street discounts
  • £10.19 an hour

    • Main duties of the job

  • Answer customer enquiries using a variety of media methods promptly within performance agreements
  • Contribute to building team spirit and aiding others to succeed
  • Provide help and guidance to customers, tailoring conversations to their needs ensuring they are at the heart of everything you do.
  • Take an active part in coaching sessions and meetings with managers and your team, working collaboratively to identify improvements
  • Working on computer systems, accurately inputting, updating and amending information
  • Over time we would be looking for you to manage a diverse portfolio of workstreams that will increase in line with the band 2 to band 3 progression programmes

    • You may have experience in customer service already or may be confident communicators who are looking to start a new career. We would love you to apply if:

  • You would be confident in taking customer telephone calls
  • You have a natural talent for negotiation
  • You can show empathy when dealing with some potentially challenging conversations
  • You have a high attention to detail

    • We welcome applications from people of all backgrounds.

    The NHS BSA value and respect the diversity of our colleagues and are committed to being a flexible employer. We are proud to offer flexible working opportunities. Whether you’re interested in hybrid working, working from home, flexible hours or job sharing, apply today and we can discuss available options with you.

    Please click on the link to gain an insight of what working with the NHS means for you!

    *Please note: due to the high volume of candidates responding to our adverts, we are not always able to provide feedback on your application. If you do not hear from us within the next five days, please assume you have been unsuccessful on this occasion, however, your details will be kept on file and you may be contacted about other opportunities.*