Contact Centre Agent Apprentice NHS BSA

NHS BSA are looking for an enthusiastic, hardworking individual to join their team as a Contact Centre Agent . The successful candidate will work towards a Level 2 Apprenticeship in Customer Service

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Closing date: 29 Aug 2017

Apprenticeship summary

  • Weekly wage


  • Working week

    Monday to Friday with shifts between 8am and 6pm and 1 in 4 Saturdays between 9am and 3 pm (Day off in lieu will be given during the week when apprentice works a Saturday) 30 minutes lunch break

    Total hours per week: 37.50

  • Apprenticeship duration

    12 months

  • Possible start date

    16 Oct 2017

  • Date posted

    18 May 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number


  • Positions

    6 available

The contact centre is a shared service for a number of NHS bodies and BSA departments. The centre handles customer calls of varying complexity with advisors multi-skilled and able to handle a mix of calls.


1. Responsible for answering a variety of customer telephone calls from a very diverse customer base.

2. Working as part of a team within the contact centre.

3. Providing excellent customer service to both internal and external customers.

4. Providing help and guidance to customers, tailoring conversations to the customers’ needs including customers with special communication or language requirements

5. Working to agreed performance and accuracy targets and standards, complying with all regulatory requirements such as Data Protection.

6. Working on various computer system applications, accurately inputting, updating and amending customer information to ensure that the customers’ enquiries are handled appropriately and resolved fully.

7. Processing applications and payments (credit and debit card payments) via telephone, data capture system and web site.

8. Liaising with other internal and external bodies.

9. Dependant on experience and expertise may be asked to mentor new staff and existing colleagues.

10. Working in accordance with all quality standards.

11. Must keep up to date with all changes and updates.

12. The contact centre is demand lead, 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.



Accountable to: Customer Contact Manager


1. The post holder will undertake such other duties as may be required commensurate with grade and experience.

2. This role specification covers the main areas of responsibility of the post holder only and is not an exhaustive list of duties. The role specification may be subject to amendment following consultation with the post holder.

3. The post holder must operate at all times within the Authority's Standing Orders and Standing Financial Instructions.

4. The post holder will use appropriate equipment and carry out all duties in a manner compliant with current Health and Safety Legislation and Regulations.

5. All communication provided must adhere to the Data Protection Act.

Requirements and prospects

Desired skills

Are you accurate, able to follow detailed instruction and relay complex information effectively?  Our award winning Contact Centre Service is recruiting advisors to join our busy team based in Newcastle City Centre.

Demonstrating exceptional customer service skills, our advisors are tasked with resolving inbound queries from NHSBSA customers either over the telephone or via email or social media. 


Personal qualities

Successful candidates will have a positive attitude, experience of working in a busy customer focussed environment and of handling customer queries. With us you will be expected to be flexible and meet internal efficiency targets whilst using your communication skills to deliver exceptional customer service at all times.


Qualifications required

The right candidate should have GCSEs at grades C or above in English Language and Maths or equivalent.

Future prospects

The Level 2 Apprenticeship in Customer Service is a great route for anyone wanting to pursue a career in this industry, this programme gives apprentices a first step on the career ladder and an opportunity to progress to further qualifications and skills.

Things to consider

This vacancy is to start immediately therefore you must be available to start before applying. The closing date, interview date and start date are subject to change. This vacancy may close early if sufficient applications are received. Please ensure you apply early to avoid disappointment. Individuals who already have a Level 4 qualification are now eligible for a Level 5 or above Higher Apprenticeship only. They are not eligible for funding for an Intermediate Level, Advanced Level or Level 4 Higher Apprenticeship. Please note; if you have been progressed, you will be contacted to complete a telephone interview. Please expect to receive a call from us. Applicants must go through this telephone procedure for your application to be progressed. Please be aware that as Northern Skills Group provide a matching recruitment service, we will also consider you for roles which pay the Apprenticeship National Minimum Wage. Minimum wage Please be aware that as Northern Skills Group provide a matching recruitment service, we will also consider you for roles which pay the Apprenticeship National Minimum Wage. The National Minimum Wage (NMW) rate for apprentices is £3.50 per hour.This applies to 16-18 year old apprentices and those aged 19 and over in the first year of their Apprenticeship. For all other apprentices the National Minimum wage appropriate to their age applies. The Minimum Wage for Apprentices applies to time spent on the job plus time spent training.

About the employer

The NHS Business Services Authority is a Special Health Authority and an Arm's Length Body of the Department of Health which provides a range of critical central services to NHS organisations, NHS contractors, patients and the public.





Pilgrim Street

Newcastle Upon Tyne


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Training provider

Level 2 qualification in Customer Service

Technical Certificate

Functional Skills in Maths, English and ICT (where required)

Day release class

Apprenticeship framework

Customer Service

Training provider


Applications for this apprenticeship are being processed by Middlesbrough College

Before you apply

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Closing date: 29 Aug 2017