Inbound call centre operative

Do you enjoy helping people and finding solutions to challenges?

Join our Employee Service Desk team and become the trusted first point of contact for employees and customers seeking support with employment-related queries. Working in a fast-paced contact centre environment, you'll help resolve payroll, pensions and human resources queries, providing a professional, friendly and efficient service every day. You'll be part of a supportive and welcoming team that values collaboration, continuous learning and delivering an excellent customer experience.

This is a hybrid role based in Southampton, with office attendance currently required on Mondays and home working from Tuesday to Friday. Additional office attendance may occasionally be required to support business needs. Alongside comprehensive training and ongoing coaching, you'll have access to excellent development opportunities, with many of our managers having started their careers in this role.

What you'll be doing:

• Acting as the first point of contact for employees and customers, handling payroll, pensions and employment-related enquiries by telephone and email.
• Resolving customer queries at the first point of contact wherever possible and ensuring an excellent customer experience.
• Recording calls, interactions and cases accurately while maintaining clear audit trails and following established procedures.
• Using internal systems and resources to provide accurate information and support.
• Working to customer service standards, service level agreements and key performance indicators.
• Handling sensitive and confidential information in line with data protection requirements and internal policies.

What you'll bring:

• Experience working in a customer service, contact centre or other fast-paced environment.
• Experience handling customer enquiries by phone and email.
• Strong customer service skills with the ability to remain calm and professional when managing challenging situations.
• Good organisational skills with the ability to prioritise workloads and manage time effectively.
• Strong digital skills with the ability to navigate systems efficiently and maintain high levels of accuracy.
• A collaborative approach and commitment to delivering a high-quality service.

It would be great if you had:

• Experience resolving payroll or pay-related enquiries.
• Experience working with different terms and conditions of employment.
• Previous experience in a shared services environment.
• Understanding of payroll processes, deadlines and data protection requirements.
• Awareness of Pay As You Earn, National Insurance and National Health Service Pension Scheme regulations.
• The ability to analyse situations and explain information clearly to different audiences.

If you’re interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!

Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.

Loved reading about this job and want to know more about the sector?

NHS Shared Business Services (NHS SBS) was created by the Department of Health and Social Care to deliver corporate services to the NHS. A unique joint venture with Sopra Steria, a European leader in digital services and software development, we make life easier for NHS employees, patients, and suppliers, and deliver value for money to the taxpayer. Proud members of the NHS family, we provide finance & accounting, digital, procurement and workforce services to more than half the NHS in England, and our solutions are underpinned by cutting-edge technologies and our teams’ expertise, in-depth understanding of the NHS, and commitment to service excellence.

We share common values and unity of purpose with the rest of the NHS family, are committed to being a force for good, and are dedicated and empowered to act responsibly and sustainably at organisational, team and individual level.

Would you like to join us on our journey?