Inbound Call Centre Operative

Are you passionate about delivering exceptional customer service? Do you thrive in a fast‑paced environment where no two calls are ever the same? We’re looking for confident, computer‑literate individuals who can multitask effectively while supporting customers over the phone. Whether you have previous call‑centre experience or are seeking a new challenge — perhaps as a recent graduate taking your first step into the working world — this role offers the chance to build strong communication skills and be part of a dynamic, customer‑focused team.

• Deal effectively with queries from customers (both internal and external) by telephone, conveying a professional and efficient attitude following customer service standards.
• Resolve as many, if not all, queries as possible during the initial contact.
• Be proactive to customer needs and actively take part in customer service improvement.
• Provide clear, concise and accurate information to clients, their employees and third parties, always ensuring a positive and professional manner.
• Follow the guidelines laid out under the Data Protection Act.
• Construct suitable responses to queries from staff, line managers and local HR & workforce teams.
• Follow department and wider business processes.

• Excellent customer service skills.
• Good PC skills, using Microsoft Office.
• Ability to multitask and prioritise.
• Previous experience of working in a customer‑service environment.
• Experience with handling telephone calls and emails.

• Previous experience resolving basic pay enquiries.
• Worked on a shared services platform before.
• Basic understanding of payroll processes and deadlines.
• Awareness of PAYE, National Insurance and NHS Pension Scheme.

Employment type:

Full‑time, permanent.

Location:

Southampton (work from home on a rotating shift pattern between 8 am–6 pm).
Security clearance level: DBS.
Salary: £24,900.

• 25 days annual leave (with the option to buy additional days).
• Health cash plan.
• Life assurance.
• Pension scheme.

NHS Shared Business Services (NHS SBS) was created by the Department of Health and Social Care to deliver corporate services to the NHS. A joint venture with Sopra Steria, NHS SBS makes life easier for NHS employees, patients and suppliers, delivering 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, supported by cutting‑edge technologies and deep expertise.

If you are 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!