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Contact Centre Advisor

NHS AfC: Band 4

Main area
Contact Centre Advisor
NHS AfC: Band 4
Part Time 20 hours per week
Job ref
Prospect House
£20,150 - £23,363 per annum pro rata
16/11/2018 23:59

NHS England leads the NHS in England, setting the priorities and direction of the NHS and informing the national debate to improve health and care. We strongly believe in health and high quality care for all, now and for future generations and want everyone to have greater control of their health and wellbeing, and to be supported to live longer, healthier lives by high quality health and care services that are compassionate, inclusive and constantly-improving.

NHS England shares out more than £100 billion in funds and holds organisations to account for their spending. Our work involves the commissioning of health care services in England, and we support local health services that are led by Clinical Commissioning Groups (CCGs). We have devised and are delivering a strategic vision for the NHS, along with our partners in health, called the Five Year Forward View.

If the advertised role is based in London on an Agenda for Change Pay Band, it will attract a High Cost Area supplement. This supplement is not applicable to Executive or Senior Manager or Medical Leader positions. For positions offered on a part time basis, salary and any allowances will be adjusted pro rata.

We will not accept applications for this position by CV or via recruitment agencies.

The NHSBSA is responsible for the processing of your application; a privacy notice is attached to advise you on how we will process your personal data.

We are looking for an individual to work as part of a team of Contact Centre Advisors providing excellent customer service to patients and customers of NHS England. Based in Redditch, at the Front Desk of the Customer Contact Centre for NHS England, you will form part of a dynamic team, responsible for assisting customers with enquiries received by telephone, email and post. You will also work with stakeholders of the Customer Contact Centre to ensure that complaints are handled and redirected accordingly.

Working 20 hours per week, you will be expected to work flexibly towards shifts, covering a service operating 8:00am – 6:00pm Monday to Friday, excluding Bank Holidays. The flexible working hours would be between 10:00am-3:00pm, with potential shifts of 10:00am-2:00pm, 10:30-2:30pm and 11:00am-3:00pm.

The Customer Contact Centre handles over 16,000 contacts each month about complaints, general enquiries, Freedom of Information Requests (FOIs) and Subject Access Requests (SARs) together with correspondence from Members of Parliament (MPs). Up to 93% of general enquiries are resolved by the team at Redditch. Of those queries that we cannot resolve on first contact, we allocate to the National Team in Leeds. We collate information about patient complaints and their concerns about the service they have received from primary care services and forward these to Complaint Officers based around England for resolution.

As a member of the team at Redditch, you will handle challenging callers and reap the rewards of positively helping members of the public to help improve health care for all. From Induction Training, to mentor buddying, we will ensure you are fully equipped to be in a position to handle all contacts in our customer-focussed service.

Experience of working in a customer service environment is essential, whilst communicating via telephone, email and post. An understanding of contact centre practices are also desirable, but not necessary.

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Further details / informal visits contact

Jo White -
Kate Miller -