About this role
Job summary
An exciting opportunity has arisen to join the Fleet Solutions team who manage salary sacrifice schemes.
The successful candidate will be required to work in a fast-paced environment and mainly deal with customer queries via email and on the telephone.
This role will specifically deal with customer queries and complaints as part of the customer service team.
Candidates with previous customer service and complaints handling experience is desirable but not essential. Full training will be provided.
This is an exciting opportunity to join a commercially focused department within Northumbria Healthcare NHS Foundation Trust.
This is an office based post.
Please note we reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received
Main duties of the job
Being part of the Fleet Solutions team means that you are part of the Northumbria Family. The main duties of the role focus around administrative tasks relating to the management of salary sacrifice schemes.
The successful candidate will be required to work in the customer service team dealing with customer queries and complaints. The main duties of the role will involve fact finding and compiling data from different sources. Excellent communication skills are essential.
The successful candidate must be confident using different Microsoft Office packages and also navigating web based systems.
About us
We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, in addition to our state-of-the-art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. We also care for people in their homes and provide services from facilities in local communities such as health centres. We give people greater choice and control over their care to help them to live independently at home and avoid hospital admission where appropriate. High quality patient care is at the heart of everything we do and we strive to ensure every single patient and service user has an exceptional experience with us. We have one of the most extensive patient experience programmes of any trust in England.
Job description Job responsibilities
As part of the customer service team, the successful candidate will be required to do the following key duties -
analyse inbound emails to assess key points to be investigated triage cases and assign to the correct escalation point communicate with internal and external stakeholders to comprehensively fact find and decipher key information liaise with internal and external stakeholders to gather information and negotiate case resolutions manage their own caseload
Person Specification
Qualifications Essential
Academically educated to A level/NVQ level 3 standard or relevant experience in a customer service environment or business administration.
Experience and knowledge Essential
Knowledge and expertise gained through experience of working within the financial and/or transport/motor industry/staff benefit fields or a customer service related industry. Knowledge or experience of working with databases.
Desirable
Call Centre Experience Good communication skills Previous experience of managing customer complaints
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Northumbria Healthcare NHS Foundation Trust
Address Northumbria Healthcare Manufacturing and Innovation Hub
Avenue Road
Seaton Deleval
NE25 0QJ
United Kingdom
Employer's website https://www.northumbria.nhs.uk/ (Opens in a new tab)