Do you enjoy helping people, solving problems and delivering excellent customer service?

Join our Employee Service Desk team as an Inbound Call Centre Operative and become the trusted first point of contact for employees and customers seeking support with payroll, pensions and employment-related queries. You'll be joining a welcoming and supportive team, working in a fast-paced contact centre environment where collaboration, learning and customer experience are at the heart of everything we do.

The team has a strong social culture, with regular team events and opportunities to connect with colleagues, alongside a structured training programme, ongoing coaching and clear progression pathways. Many of our current managers started their careers in this role, making it an excellent opportunity to develop and grow within the business.

This is a hybrid role based in Southampton. You'll currently be expected to attend the office on Mondays and work from home from Tuesday to Friday, although occasional additional office attendance may be required to support business needs. Comprehensive training, buddy support and coaching will help you quickly build your knowledge and confidence in the 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 queries accurately and efficiently while delivering an excellent customer experience.
• Recording calls, interactions and cases accurately, maintaining clear audit trails and following established procedures.
• Using internal systems and resources to provide accurate information and support.
• Working to service level agreements, key performance indicators and customer service standards.
• 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 telephone and email.
• Strong customer service skills with the ability to remain professional when dealing with 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.
• An understanding of performance targets and service standards.

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! Employment Type: Full-time, Permanent.

Location: Southampton.

Security Clearance Level: DBS.

Internal Recruiter: Kayleigh.

Salary: £26,300 per annum.

Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, and pension.

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 us?

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?