Contact Centre Advisor - NEWCASTLE - NHS BSA

Brook Street; Newcastle upon Tyne; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

Brook Street is recruiting a Contact Centre Advisor for NHS BSA in Newcastle. The role offers hybrid working after training, with office attendance for meetings and events as needed. You will handle customer enquiries across media, delivering helpful, tailored support and working with managers to drive improvements.

Initial training is provided, with focus on delivering quality service to NHS employees, patients and the public, within our performance frameworks.

Qualifications

• Clear, confident communicator with excellent customer service skills.
• Ability to work across multiple media (phone, email, web) and maintain high performance.
• Strong attention to detail and accuracy when inputting information.

Responsibilities

• Answer customer enquiries promptly using various media within performance guidelines.
• Support and collaborate with team members; contribute to a positive team environment.
• Provide helpful, tailored guidance to customers with empathy and clarity.
• Participate in coaching sessions and meetings with managers to drive improvements.
• Handle computer systems tasks: input, update and amend information accurately.
• Over time, manage a diverse portfolio of workstreams.

Job description

Contact Centre Advisor (NHS BSA)

Location: Newcastle - MUST BE BASED WITHIN 40 MILES

If you have good communication skills and enjoy talking to people, we have the opportunity for you! We are looking for advisors to work at our award-winning Customer Contact Centre. This role is the perfect stepping-stone into a rewarding career where you can make a difference to the lives of NHS employees, patients, and the public.

What do we offer?

Hybrid working - once your initial training is complete, you can work predominantly from home with the opportunity to be office based should you prefer, or if business need requires it. If you chose to work from home, you are expected to attend the office for meetings, team events, development sessions and 1 to 1 meetings where it is deemed necessary.

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

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.

You may have experience in customer service already or maybe a confident communicator, who is looking to start a new career.

• 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

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

In cases where we have a high volume of ex‑military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.