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Contact Centre Support Analyst

Posted: 29 Sep 2020 Closes: 29 Oct 2020
Hesketh House, Fleetwood, United Kingdom £19,737 - £21,142 per annum
Permanent & Full-time NHS_B6A6hvb7mgUv

Contact Centre Support Analyst

Job Reference: 914-BSA2398-A

Employer: Location: Hesketh House, Fleetwood Salary: £19,737 - £21,142 per annum

Who we are

We're the NHS Business Services Authority. We provide critical central services to NHS organisations, NHS contractors, patients and the public. Have you had a European Health Insurance Card (EHIC)? Perhaps you've had an Exemption Certificate or have a Pre-payment Certificate to spread the cost of your prescriptions? We issue those. Maybe you're a member of the NHS Pension Scheme? We administer the scheme on behalf of the Department of Health and Social Care. Ever applied for a vacancy on NHS Jobs? That's one of our services too.

Our vision is to be the 'delivery partner of choice' for the NHS. Our values were developed with our people, for our people and they reflect the fact that we CARE passionately about what we do. They are to be Collaborative, Adventurous, Reliable, and Energetic. We know that how we approach our work contributes to our colleagues' health, wellbeing, and sense of connection to the business. We aspire to be a great, inclusive place to work.

Our drive to make things easier for our customers has seen us increase the digitisation of our services and we're using new technology to deliver efficiencies and improve the customer experience. We gather data and use it to help the NHS make more informed and effective decisions, as well as reduce fraud, error, and waste. We also see an opportunity to contribute to the wider health agenda in terms of prevention and health inequalities.

We're doing exciting things in a complex and challenging landscape so come and join us.

What we offer
Come and work for us and you'll receive a benefits package that rewards your hard work and commitment, including a minimum of 27 days annual leave per year which increases with length of service plus Bank Holidays and the option to purchase additional leave, time off for volunteering, flexible working options, a generous Pension Scheme, access to loads of online and high street discounts including holidays, computers, insurance, mobile phones and meals out, and perhaps most importantly - a work/life balance.

This is an exciting opportunity to join a highly successful multi-site professionally accredited Workforce Management Team, working to shape planning across the service, as the organisation evolves and strives for greater efficiency as well as pursuing new business opportunities.

As part of the Workforce Management Team, the post has responsibility for ensuring that Real Time, Planning & MI activities are dealt with in a timely and accurate manner. You will ensure that information held on the Workforce Management Tool, ACD and other systems is accurate and up to date.

Working as part of a team you will support the business in the pursuit of maximizing performance through management of real-time performance, planned offline activity, shrinkage optimization and centralized holiday management.

You will oversee the short-term forecasts, and resource planning cycles for relevant business areas. You will analyse data trends, identify forecast issues and recommend changes.

The post holder will have sound working knowledge of WFM systems, ideally InVision/Verint, as well as experience working with skill based routing workflow/telephony systems.

The NHSBSA values and respects the diversity of its employees, and aims to recruit a workforce which reflects our diverse communities. We welcome applications irrespective of people's age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances.

For further details contact:

Name: Carl Moore

Email address: carl.moore@nhs.net

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 are looking for applications from talented people of diverse characteristics including age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, race or ethnicity, religion or belief, sex, 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 are a Disability Confident 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 who wish to be considered under the Disability Confident scheme.

Tier 2 Certificate of Sponsorship

Applications from job seekers who require current Tier 2 sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post as the employing body is unlikely, in these circumstances, to satisfy the current Resident Labour Market Test which will be in place until the end of December 2020. UK Visas and Immigration requires employers to complete this test to show that no suitably qualified EEA or EU worker can fill the post. For further information please visit the

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.

Guidance can be found here

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