NCSC Customer Contact Advisors

Care Quality Commission; United Kingdom; Remote; GBP 24,000 - 30,000; Full time

Job summary

A leading public health organization is seeking a Customer Contact Advisor to provide exceptional service to customers contacting the organization. You will handle various inquiries, demonstrating compassion and professionalism, while contributing to a high-performance culture. Ideal candidates will possess strong communication skills and experience in customer service. This home-based role requires occasional travel to the Newcastle office.

Benefits

Annual leave starting at 27 days

Training and development opportunities

NHS pension scheme

Wellbeing initiatives like gym discounts

Discount schemes including Blue Light card

Qualifications

• Experience in dealing with difficult or sensitive information.
• Ability to work flexibly and collaboratively within a team.
• Strong written and verbal communication skills.

Responsibilities

• Provide first line resolution for customer queries.
• Manage customer interactions in a compassionate manner.
• Deliver exceptional service through various communication channels.

Skills

Excellent customer service skills

Communication skills

Working collaboratively

Job description

Overview

Grade F - £24,541 (National). There is also an additional homeworking allowance of £581 per annum for those working from home.

Contracted Hours: Full time 37 hours per week

Contract Type: Fixed Term until 31 March 2026 - 10 roles available

Closing date: Wednesday 24 September 2025 at 11.59pm

Location: This is a home-based role requiring the candidate to live within a commuting distance of our Newcastle upon Tyne office. You must be prepared to travel to our Newcastle office, as and when necessary.

Interview date: TBC – this will be held in-person, in our Newcastle upon Tyne office.

Role and impact

Make a difference Every role at CQC contributes to our mission. If you’re looking for a new role that gives a true sense of meaning and purpose, then you’ve found it! As a Customer Contact Advisor, you’ll be responsible for providing an exceptional customer experience to those that contact CQC.

Picture this Imagine being part of a team that contributes to a high-performance culture, where your role contributes to the wider goals of your team, directorate and organisation. In the last year as Customer Contact Advisor in NCSC you might have:

• Provide a first line resolution for customers seeking advice or sharing information of concern.
• Handle information about emotional situations whilst dealing with a wide variety of customers.

The role

You’ll work closely with others to deliver shared outcomes. In this role, you’ll:

• Manage stakeholder relationships: Managing customer interactions in a compassionate, caring and professional way.
• Takes ownership: Maintaining organisational knowledge, awareness of recent activity within the health and social care sector.
• Provide exceptional customer service: To a diverse customer group who contact CQC seeking advice or sharing information of concern via multiple channels.

Show us

We will be looking for specific skills, knowledge and experience in your application form:

• Excellent customer service skills: Show how your skills will enable you to deal with difficult, sensitive and sometimes distressing information.
• Working collaboratively: Evidence how you have worked flexibly and collaboratively within a team to deliver high-volume, high-quality customer-focused activity against performance targets.
• Communication skills: Demonstrate written and verbal communication skills, whilst being able to adapt communication style to suit a varied audience.

Compliance

Note for internal candidates: This is a secondment/fixed term opportunity. Please read the recruitment and selection policy section on secondments. You must discuss your application with your line manager before applying.

Note for external candidates: To progress your application, you’ll need to provide evidence of your right to work in the UK. Without valid right to work you won’t be eligible for the role. We are unable to offer sponsorship for this role. Some roles may also be subject to a satisfactory DBS check.

Next steps

If you apply, you’ll need to create a profile and complete an online application form. Your application will be completely anonymous. Please see our information for applicants for more details on the process. We contact every applicant to let them know the outcome of their application, so you will hear from us whether or not you are shortlisted. You can read the full details of the role in the Job Description. If you’d like an informal chat about the role contact – Chris Clark, Operations Manager; [e-mail]. For general enquiries, please email [e-mail].

The Benefits

We offer a wide range of benefits, including:

• Annual leave starting at 27 days per year, rising to 32.5 days with service, plus bank holidays (usually 8 days per year).
• Training and development opportunities.
• Wellbeing initiatives, such as gym discounts and meditation.
• NHS pension scheme, with around 14% employer contribution.
• Discount schemes (including eligibility for a Blue Light card, at a cost of £4.99 and valid for 2 years), reward vouchers, car leasing and more!

Please see our benefits page for the full list.

Equity for all

We know job descriptions can feel intimidating. This can deter some people from applying. If this role interests you, we encourage you to apply. Your unique perspective, skills, and experience could be exactly what we need. We want every candidate to feel supported and able to do their best. If you need adjustments to our process, we’ll work with you to remove any barriers. Visit our accessibility page for more on this. If you’d like to chat, please contact [e-mail].

Please note, if you have previously informed us of adjustments you need for interview or within your role these are not carried over and must be discussed for each individual application you make. We promote a workplace where fairness, respect and inclusion are a priority. See our ED&I page for more about this. We welcome applications from everyone, and colleagues can find support and community among our many employee networks.

• Age
• Sex
• Gender identity or expression
• Sexual orientation
• Religion or belief
• Ethnicity
• Disability

Values and vision We are guided by our core values, which shape our work and our culture. Excellence – being a high-performing organisation. Caring – treating everyone with dignity and respect. Integrity – doing the right thing. Teamwork – learning from each other to be the best we can. We are a disability confident employer and a carer confident employer.

A Note on AI AI tools can be great for research and refining ideas, but we want to learn about you. If you use AI or Chatbots to help you with your application, keep these points in mind:

• AI can support research, structuring and refining your writing, but your application must reflect your real skills and experience.
• Spell-checking and condensing word counts are great ways to use AI effectively.
• Do not copy and paste AI generated answers. These will not help you stand out; we want to hear about your skills and experience.
• Providing false and insincere examples goes against our core values of honesty and integrity and may lead to your application being withdrawn or termination of your employment.