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Apprentice Customer Contact Advisor

NHS Business Services
Bridge House, Newcastle Upon Tyne
Competitive salary
Closing date
1 Dec 2021

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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.

For further details contact:

Name: Ellie Hiscock

Email address:

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The NHSBSA is passionate about creating a diverse and inclusive organisation, which is a great place to work and truly reflects the diversity of our customers. We welcome applications from talented people of diverse characteristics including age, disability, gender identity and expression, race or ethnicity, religion or belief, sexual orientation, or any marginalised group. We also welcome applications from all those in the Armed Forces Community.

At the NHSBSA we pride ourselves on being a Disability Confident Leader, Stonewall Top 100 employer and we've recently been awarded the Employers Network for Equality and Inclusion Gold Standard benchmark.

We offer an invitation to the first stage of the selection process for people with disabilities that wish to be considered under the Disability Confident scheme, and for members of the Armed Forces Community, where all of the essential criteria in the person specification are met.

Tier 2 Certificate of Sponsorship

Applications from job seekers who require current Tier 2/skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information please visit the UK Visas and Immigration website .

From 6 April 2017, Tier 2/skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement.

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