Customer Helpdesk Team Member/Customer Advisor - 6 month FTC
- Recruiter
- Sopra Steria Recruitment Ltd
- Location
- Bristol
- Salary
- 17900.00 GBP Annual + plus 5% flexible benefit fund
- Posted
- 13 Mar 2017
- Closes
- 10 Apr 2017
- Sectors
- Customer Service & Call Centre, Helpdesk
- Contract Type
- Contract
- Hours
- Full Time
Customer Helpdesk Team Member - 6 month fixed term contract
Salary: ??17,900 plus 5% flexible benefit fund
Location: Bristol
Role overview
We are looking for experienced contact centre advisors to work as Customer Helpdesk Team Members in the NHS SBS Finance and Accounting Department in Bristol. You will support the payment process dealing with inbound telephone calls and emails from external stakeholders, ensuring an optimum service to clients, their staff and their suppliers at all times.
The role is a possible stepping stone to permanent opportunities in the team or elsewhere in the organisation. Also on offer is a comprehensive training programme to get you up to speed with our systems and processes.
Key responsibilities
You will:
- Act as an initial point of contact for clients, their staff and their suppliers
- Resolve queries received via telephone and email within agreed guidelines and parameters
- Respond to all enquiries, perform transactions and facilitate service improvement and information provision
- Ensure that where appropriate, queries are handed off to other internal departments for resolution and that clear and precise information is provided to aid the speed of resolution
- Keep up to date with client and company process and procedure requirements
- Demonstrate your ability to be flexible and meet business requirements as the need arises
- Be fully accountable for achieving Key Performance Indicators and for complying with standards
- Resolve queries competently and efficiently, referring to Team Manager as required
- Take responsibility for personal development, actively seeking to improve own and team performance.
- Provide induction and on-job training of other team members at own level
Essential skills
You will have:
- At least 1 to 2 years' experience in customer service/contact centres
- At least 5 GCSEs level A-C in English and Maths or equivalent
- Excellent communication and organisational skills
- The ability to work in a team and build relationships with co-workers
- Attention to detail
- The ability to work flexibly, respond to increased pressure of work and prioritise workload
- Experience of working with various IT systems with good knowledge of Microsoft Office and Excel
- Good interpersonal skills
Desirable skills
- Finance and accounting experience
- A background in investigating and resolving complex queries
About us
Established in 2005, we are now the UK's leading provider of business services to the NHS, which include Finance & Accounting, Procurement and Employment Services. We currently work with 100% of the NHS Commissioning organisations and over a third of NHS Trusts, providing a high level of governance and accountability for around ??100 billion of NHS spend annually. We also provide a full range of solutions for NHS Provider organisations, ensuring cost improvements and efficiency savings, as well as improved data management and reporting.
NHS SBS is a unique joint venture between the Department of Health and Sopra Steria. Our mission is delivering ??1 billion savings back to the NHS by 2020 and we have already delivered audited savings of over ??350m. We provide cost improvements of around 30% for our clients, as well as providing added value solutions.
Find out more
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NHS Shared Business Services is committed to establishing and maintaining a working environment which is free from discrimination and values all employees as individuals. All applicants and employees are selected, recruited, trained and promoted solely on the basis of their skills and behaviour.
Salary: ??17,900 plus 5% flexible benefit fund
Location: Bristol
Role overview
We are looking for experienced contact centre advisors to work as Customer Helpdesk Team Members in the NHS SBS Finance and Accounting Department in Bristol. You will support the payment process dealing with inbound telephone calls and emails from external stakeholders, ensuring an optimum service to clients, their staff and their suppliers at all times.
The role is a possible stepping stone to permanent opportunities in the team or elsewhere in the organisation. Also on offer is a comprehensive training programme to get you up to speed with our systems and processes.
Key responsibilities
You will:
- Act as an initial point of contact for clients, their staff and their suppliers
- Resolve queries received via telephone and email within agreed guidelines and parameters
- Respond to all enquiries, perform transactions and facilitate service improvement and information provision
- Ensure that where appropriate, queries are handed off to other internal departments for resolution and that clear and precise information is provided to aid the speed of resolution
- Keep up to date with client and company process and procedure requirements
- Demonstrate your ability to be flexible and meet business requirements as the need arises
- Be fully accountable for achieving Key Performance Indicators and for complying with standards
- Resolve queries competently and efficiently, referring to Team Manager as required
- Take responsibility for personal development, actively seeking to improve own and team performance.
- Provide induction and on-job training of other team members at own level
Essential skills
You will have:
- At least 1 to 2 years' experience in customer service/contact centres
- At least 5 GCSEs level A-C in English and Maths or equivalent
- Excellent communication and organisational skills
- The ability to work in a team and build relationships with co-workers
- Attention to detail
- The ability to work flexibly, respond to increased pressure of work and prioritise workload
- Experience of working with various IT systems with good knowledge of Microsoft Office and Excel
- Good interpersonal skills
Desirable skills
- Finance and accounting experience
- A background in investigating and resolving complex queries
About us
Established in 2005, we are now the UK's leading provider of business services to the NHS, which include Finance & Accounting, Procurement and Employment Services. We currently work with 100% of the NHS Commissioning organisations and over a third of NHS Trusts, providing a high level of governance and accountability for around ??100 billion of NHS spend annually. We also provide a full range of solutions for NHS Provider organisations, ensuring cost improvements and efficiency savings, as well as improved data management and reporting.
NHS SBS is a unique joint venture between the Department of Health and Sopra Steria. Our mission is delivering ??1 billion savings back to the NHS by 2020 and we have already delivered audited savings of over ??350m. We provide cost improvements of around 30% for our clients, as well as providing added value solutions.
Find out more
**************/
**************************************************
NHS Shared Business Services is committed to establishing and maintaining a working environment which is free from discrimination and values all employees as individuals. All applicants and employees are selected, recruited, trained and promoted solely on the basis of their skills and behaviour.