Contact Centre Advisor

NEC Software Solutions; Worcester; On-site; GBP 21,000 - 30,000; Full time

Benefits offered by this job

Private Medical Cover

25 days holiday with buy/sell option

Life assurance 4x basic salary

Pension with employer contributions up

Flexible benefits

LinkedIn Learning access

Job summary

NEC Software Solutions is seeking a communications/telephony specialist to support diabetic eye screening services across the UK and Ireland. The role involves handling high volumes of calls, scheduling appointments, and triaging issues within a delivery team or on an individual basis.

You will work with VOIP systems, MS Word/Excel, and database tools while maintaining accurate records and delivering timely patient communications.

Qualifications

• Broad telephony/communications background required.
• VOIP experience preferred.
• Comfortable working with software logs to triage issues and provide correct information.
• Experience and confidence with networking concepts in a telephony solution.
• Microsoft Client/Server / database experience is desirable.

Responsibilities

• Triage and resolve issues through effective problem solving.
• Work as part of a delivery team or independently.
• Provide excellent customer service by handling calls from patients and healthcare professionals.
• Schedule, cancel or reschedule appointments for diabetic eye screening.
• Validate and cleanse databases; ensure timely communication to patients and professionals.
• Handle high volume calls in a target-based environment.
• Maintain accurate databases and records.

Skills

Broad Telephony / Communications

VOIP Experience

Logs triage

Networking concepts

Database experience

Education

GCSE English (C)

Tools

Microsoft Word

Excel

MS SQL Server

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

• 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.

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