Contact Centre Advisor

Nec Software Solutions; Worcester; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Private medical cover

25 days holiday (FTE)

Life assurance 4x basic salary

Group pension up to 8.5%

Flexible benefits

LinkedIn Learning access

Job summary

NEC Software Solutions, a provider of diabetic eye screening services across the UK, seeks a Communications/Telephony specialist. You will handle high-volume calls, book and adjust appointments, and triage issues while maintaining excellent customer service.

The role supports NHS communications and database processes both with patients and healthcare staff. You will work in a team or alone, contributing to a reliable, efficient national service.

Qualifications

• Broad telephony/communications background required.
• Experience with VOIP and data/log analysis helpful.
• Comfortable with networking concepts in telephony solutions.
• Microsoft Client/Server / database experience advantageous.

Responsibilities

• Triage and resolve telephony-related issues with a customer-first approach.
• Work in a delivery team or independently to support callers.
• Handle high-volume calls, book, cancel or reschedule appointments.
• Validate databases and ensure timely communications to patients/professionals.

Skills

Broad Telephony / Communications

VOIP Experience

Software logs triage

Networking concepts in Telephony

Microsoft Client/Server / Database

Education

GCSE English (C) or equivalent

Job description

Company Description

Come join us and make a difference in the world!

Discover more at www.necsws.com

Job Description

This is a full-time, permanent position. Working hours are on a weekly rotating shift pattern: 08:00–16:00 and 10:00–18:00

We provide diabetic eye screening services across the UK and Ireland, helping patients live healthier lives by providing excellent, high quality and innovative screening services to the NHS. Our aim is to provide a joined-up service to all our patients

Communications / Telephony focused - though general IT skills will also be called upon.

• Problem-solving skills are called on to triage and help resolve any complications
• Can work as part of a delivery team, or work individually
• Ensuring excellent customer service by taking and making all calls from patients and other healthcare professionals in a timely manner. Primarily booking, cancelling, or rescheduling appointments for diabetic eye screening.
• Database validation and cleansing and to issue all communication in a timely fashion ensuring notification of information to patients and healthcare professionals are received.
• Taking and making a high volume of calls on a target-based model
• Maintaining an accurate database.

Qualifications

Skills

• Broad Telephony / Communications Background
• VOIP Experience
• Comfortable working with software logs to triage issues and supply correct information
• Experience and confidence with networking and the concepts within a wider Telephony solution
• Microsoft Client/Server / Database experience

Approach / Mentality

• Excellent problem analysis and solving skills
• "Can-do" positive attitude
• Desire and initiative to explore solutions to understand them further
• Ability to understand a full solution and the various components within
• Able and confident to work well in a team and as an individual
• Comfortable working alongside partners and customers
• Ability to own a problem through to conclusion
• Confidence to work under pressure conditions on occasion and focus on the key requirements through to success

Desirable Attributes

• Knowledge of Telephony systems and call centre experience
• Experience of database data entry
• Competent with MS Word and Excel
• Customer Service skills

Qualifications

• GCSE English to grade C (or equivalent)

Additional Information

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/sell (FTE)
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A selection of flexible benefits to suit your individual needs
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

OTHER INFORMATION

• Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
• All offers are subject to satisfactory vetting, references and occupational health checks.
• Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required along with further vetting checks like SC and NPPV3

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.