Pensions Customer Contact Advisor

at  NHS Business Services Authority

In this role, you are accountable for: Responsible for answering a diverse range of external and internal customer enquiries, which can be sensitive in nature, using a variety of media methods promptly within agreed performance, quality and other service level agreements. Provides a flexible service to all NHSBSA customers with emphasis on customer satisfaction. Using knowledge and experience to resolve a range of customer queries which may require use of own judgement, escalating where it is required. Ability to work well as part of a team and be open-minded towards the ideas and views of others.
Fully contribute to building team spirit and aiding others to succeed. Using own knowledge and experience, to coach other team members or new colleagues where appropriate. Actively take part and contribute to training initiatives. Providing help and guidance to customers, tailoring conversations to the customers needs across a variety of different products and services.
Ensuring that the customer is at the heart of everything that you do. Good verbal, oral and written communication skills with the ability to adapt your style to the appropriate channel of communication, whilst maintaining a strong customer service emphasis. Takes an active part in monthly coaching sessions and team meetings with managers and other team members, working collaboratively to identify improvement areas and recommending their own actions for development. Working to agreed performance and accuracy targets and standards, complying with all regulatory requirements such as Data Protection, Customer Security and understanding and supporting vulnerable customers.
Working on a range of computer and telephony system applications, accurately inputting, maintaining, updating and amending customer information according to set procedures to ensure that the customers enquiries are handled appropriately and resolved fully. Ability to comprehend and interpret policies and procedures across a variety of work areas. Using our internal online Knowledge Base to provide consistency of response. Manages own workload and operates all services in line with performance, quality and other service level agreements including internal agreements and policies, technical instructions and procedures all within agreed time scales.
Schedules call backs for customers where appropriate. Work with a continuous improvement environment, providing feedback and ideas on how to improve services, policies and procedures. The contact centre is demand led and advisors must be prepared to join the bidding process for shifts designed and produced by the Workforce Management System, or dependant on business need work a fixed working pattern or rotation Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of the NHSBSA. Ability to manage sensitive and emotive circumstances, including complaints respectfully and empathetically.
Adheres to the Data Protection Act and works in accordance with Quality standards. Ensure compliance with equality legislation, and display active commitment to the need to ensure equality of opportunity and the benefits of Diversity. When in contact with colleagues, customers, contractors and visitors, ensure that they are treated with dignity and respect

Please refer the Job description for details