The NHS Business Services Authority (BSA) are currently recruiting for a number of advisors to work at our Award-Winning Customer Contact Centre, also in the top 25 companies to work for in 2020 Best Companies survey. Initially employed at Band 2 there will be options for progression to Band 3 based upon skills, performance and knowledge. We are a Shared Services organisation for a number of NHS bodies and BSA departments with our Contact Centre teams based across Newcastle upon Tyne office based in the heart of the city centre.
The successful candidates will have experience in a customer service environment and will ideally have skills in or a high level of confidence in taking customer telephone calls, as well as having a natural talent for negotiation and influencing. There is an expectation to show empathy to our customers but at the same time be able to deal with some potentially challenging conversations. A high attention to detail and accuracy is a must and you will enjoy working in a team environment. We are an inbound Contact Centre and there are no sales or cold calling involved within this role.
We are looking for people who want to do the right thing for the customer - but who also want to meet the objectives of the organisation. Maybe you’ve worked in a similar customer care role previously or you understand the burden of financial difficulties, as you may be required to take inbound calls from a range of customers regarding Prescription or Dental Penalty charges.
These are apprenticeships and there are excellent opportunities for progression within the business through our Career Pathways development programme to develop into specialist, coaching or leadership roles. The NHSBSA offers excellent working patterns which is between Monday to Friday with occasional (one in five) Saturdays. We also provide a comprehensive training and coaching based induction followed by a dedicated support environment which is ran by Academy and Quality Coaches with technical specialist support whilst offering the opportunities to be trained in other work streams. During your apprenticeship you will be given 20 % a week offline learning time to complete your coursework as well as completing on the job learning.
The NHS are looking for enthusiastic and committed individuals to join the organisation, as part of your job it will be down to you to listen to the customers, understand their needs and come with the perfect solution to suit. If you are able to bring the patience, enthusiasm and people skills to put the customer first and help achieve the organisations ambition of providing the best customer service possible, then this could the job for you.
The NHS Business Services Authority is committed to being a flexible employer and are proud to offer flexible working opportunities.
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