Senior Customer Support Assistant

NHS Wales Shared Services Partnership; Cardiff; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A public health service organization in Cardiff is seeking a Senior Customer Support Assistant to provide essential support in the Accounts Payable team. The successful candidate will handle inquiries, ensure customer satisfaction, and maintain efficient service delivery. Previous experience in customer service is essential, and the role includes monitoring key performance indicators and training team members. This is a fixed term position offering flexible working arrangements.

Benefits

Comprehensive benefits package

Agile working approach

Commitment to equality and inclusion

Qualifications

• Experience in a Customer Service Role is essential.
• Ability to communicate tactfully and diplomatically.
• Welsh language skills are desirable (levels 1 to 5).

Responsibilities

• Act as the first point of contact for Accounts Payable enquiries.
• Support the Customer Support Team leader to ensure a high-performance service.
• Review and reconcile statements of outstanding invoices.

Skills

Customer service experience

Good communicator

Tactful and diplomatic skills

Job description

NHS Wales Shared Services Partnership has an exciting opportunity in our Accounts Payable Department. We are looking for an enthusiastic, organised and efficient Senior Customer Support Assistant to join the Accounts Payable Team based at Companies House in Cardiff. The role of the Senior Customer Support Assistant is to be the first point of contact for Accounts payable and e-Enablement enquiries from NWSSP customers including Health Board staff, external organisations, partners, stakeholders and members of the public. The post holder will offer a professional, courteous and customer focused service, and recognise the importance of first-class communication skills to achieve customer satisfaction. They will support the Team Leader to monitor team key performance indicators, audit team compliance, and create and maintain Standard Working Instructions. They will provide training to other teams within Accounts Payable including fellow team members. They will be responsible for the accurate and timely completion of daily payment runs. Statement reviews and reconciliation of the more complex / high volume accounts will be undertaken on a regular basis. The Accounts Payable Team promotes flexible working and encourages staff to work from home.

Main duties of the job

The Senior Customer Support Assistant will provide essential support to the Customer Support Team leader to directly deliver an efficient, performance led and customer focused service to NWSSP service users Be first point of contact for all Accounts Payable enquiries either via telephone or e-mail and ensuring that all queries are logged via Action Point in order that activity levels can be monitored. Communicate at all levels and at all times with the highest level of tact, sensitivity and diplomacy in line with the Accounts Payable Telephone Protocol Provide appropriate and relevant solutions to customer enquiries using knowledge of the varying range of policies and practices of the Health Boards currently serviced. To review and reconcile statements of outstanding invoices received from suppliers, particularly those relating to more complex / high volume accounts, ensuring all discrepancies are promptly resolved.

About us

At NHS Wales Shared Services Partnership we expect everyone to embrace our values of Listening and Learning, Working Together, Taking Responsibility and Innovating.

Our organisation encourages an agile working approach and we pride ourselves on being a learning organisation motivated by continuous improvement.

We are committed to creating an inclusive workplace that values equality, diversity and inclusion, focussing on the wellbeing and belonging of our people.

Excellent customer service is something we strive for, for both our internal and external customers.

Offering a comprehensive benefits package, there is something for everyone. To find out more about working for us, the benefits we offer and guidance on the application process please visit https://nwssp.nhs.wales/working-for-us/

NWSSP work in an agile way where possible, all posts will have a contractual base but as part of agile ways of working that may mean working from home and other locations. We also look at how we balance flexibility with community, and how to manage opportunities to learn from each other.

Job responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

This post is fixed term/secondment for 12 months to 31/12/2026 to meet the needs of the service. If you are interested in applying for this as a secondment position, you must obtain permission from your current line manager prior to applying for this post

Person Specification

Qualifications and Knowledge

• Experience of working in a Customer Service Role
• Good communicator - tactful, persuasive and diplomatic skills

Experience

• Experience of handling and recording calls efficiently
• Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading and writing in Welsh

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.