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.

NHS Shared Business Services Employment Services are looking for Inbound Call Centre Operatives to join their busy call centre taking inbound calls from employees. The calls you will receive are varied and can be anything from payroll queries to pensions queries and everything else in between.

You might have gained your experience of customer service through face-to-face retail work, maybe you come from a hospitality background, or have worked in an office environment before. Either way, if you are a great listener, can accurately take and record clear concise notes whilst remaining calm during occasionally emotive conversations then we would love to hear from you!

The team works from our office in Southampton on a Monday and the rest of the time you will work from home, working on a rotating shift pattern between the hours of 8am-6pm.

What you'll be doing:

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

What you’ll bring:

• 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.

It would be great if you had:

• 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

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!

Employment Type: Full-time, Permanent
Location: Southampton
Security Clearance Level: DBS
Internal Recruiter: Chloe
Salary: £26,300 per annum
Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, pension

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?