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Contact Centre Advisor/Service Desk Analyst

Posted: 1 Jul 2022 Closes: 17 Jul 2022
Exeter Band 4 - £22,549 - £24,882
Permanent & Full-time NHS_1938

About the role

We have an opportunity for a Contact Centre Advisor to join our Contact Centre team based in Exeter. Reporting to the Contact Centre Team Manager, you will be the first point of contact for a wide range of support queries and will be responsible for providing a timely and efficient response to our external and internal customers.

The Contact Centre Advisor will be responsible for customer support duties, including the recording and routing of customer enquiries and incidents, liaising between support teams and customers and resolving issues at first point of contact where possible.

The role is customer service focused and a high level of technical IT knowledge is not required. Whilst you will be required to cover a 24/7 shift rota, the role offers a large degree of flexibility to ensure a satisfactory work/ life balance and preferred hours can be achieved.

The roles will be hybrid, with remote home working (in UK) and occasional requirement to attend the office in Exeter.

Further information is available within the attached role profile. For more information about the role, please contact click apply.

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About you

We want to make sure that you are set for success, these are the key skills and experience that you will have:
  • Experience of working within a customer service role.
  • Excellent written and verbal communication skills with the ability to multitask across various systems such as call logging systems and outlook
  • Ability to work in a challenging environment with experience of prioritising your workload.
  • Be an excellent team player who will also take opportunities to share knowledge across the team where possible.
What's in it for you
  • a role as part of a dynamic team using data and digital technology to transform health and care
  • a range of opportunities to build your experience in an environment where your work has a direct and positive impact
  • a real commitment to your personal and professional development with access to a broad range of learning opportunities
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About us

NHS Digital is a great place to work. What we do matters.

Our outstanding teams are passionate about technology and public service, making use of everyone's skills to improve people's lives.

We collaborate to deliver world class tech and intelligence, so come and join us. We are committed to sustainability, diversity and inclusion; our people are at the heart of what we do.

Find out about the amazing work we do by visiting our website: https://digital.nhs.uk/about-nhs-digital

Find further information on the current work we are undertaking meeting the challenges of the pandemic here: https://digital.nhs.uk/coronavirus

Why you should apply

We value the different experiences our people bring to their work at NHS Digital. We're working to create an environment where everyone can make a full contribution no matter their background, identity, or circumstances.

Which means, we encourage applications from people of all backgrounds and abilities.

Our work matters. You matter.

What we offer you:
  • we're moving to a hybrid working approach which offers you an informal, flexible way of blending home and office working
  • flexible working opportunities - we value and respect the diversity of our employees, and applications from prospective candidates who require flexible working arrangements are welcomed; these include part-time hours, job sharing, flexible hours and part-remote set ups
  • 27 days annual leave increasing to 33 days with service
  • ability to buy and sell annual leave
  • a generous pension (with our contribution equal to 20.6% of your earnings)
  • NHS Discounts including shops, restaurants, gym, mobile phones, and insurance
  • employee benefit schemes including our Season Ticket Loan, Car Lease and Bike to Work schemes

Next steps

Remote interviews will take place via Teams July. Applicants who are shortlisted for interview will be contacted by email.

To view further information please see the attached role profile.

This post is not exempt from the Rehabilitation of Offenders Act 1974. We only ask applicants to disclose convictions which are not yet spent / unspent under the Rehabilitation of Offenders Act 1974. Following an offer of employment, we will carry out a Basic Disclosure and Barring Service (DBS) check as part of the pre-employment check process.

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