Job Description

We are currently recruiting for temporary inbound Customer Contact Advisors to work for The Care Quality Commission.

The purpose of this role is to provide a quality support and advise.

You will provide guidance to both internal and external customers, dealing with grievances and gathering relevant information to record and advise on further action.

Start Date: 29th April 2024

Assignment Length: Currenly until 30th June with the possibility to extend
Rate of Pay: £11.59 per hour - Weekly Pay
Hours: 37 per week, Monday - Friday (9:30am-5:30pm, 9am-5pm and 8:30am-4:30pm)
Location: Fully Remote

Training: Full Training Provided

CQC strongly believes in a team effort and relies on talented people with a wide range of skills and experience.

That's where you come in!

Job Purpose:

Responsible for providing an exceptional customer experience to those contacting CQC via multiple channels (calls/emails/web), providing first line resolution for customers seeking advice or sharing information of concern and accurately recording this information onto appropriate systems.

Accountabilities:

• Handling inbound telephone calls and emails regarding customer experiences. Please note - Some of the calls may be of a distressing nature.
• Actively listening to customer grievances and concerns, being able to actively record the information all whilst providing understanding and compassion to the individual.
• Contribute to a high-performance culture, taking personal responsibility for achieving individual targets, team service levels and ensuring a high quality of work. Understand how your role contributes to the wider goals of your team, directorate and the organisation.
• Acts as first point of contact and provides an exceptional customer service, to a diverse customer group who contact CQC seeking advice or sharing information of concern via multiple channels.
• Takes ownership for first line resolution of customer queries utilising a range or resources and providing signposting where appropriate.
• Positively represents CQC, communicating with professionalism and empathy to a varied customer group.
• Understands the organisational context that underpins key performance indicators and targets, taking personal accountability for ensuring they are achieved
• Takes ownership for maintaining organisational knowledge and awareness of relevant activity within the health and social care sector to competently respond to customer queries.
• Responsible for effectively identifying, prioritising and responding appropriately to highly sensitive information of concern from potentially vulnerable and/or distressed individuals.
• Works flexibly and collaboratively within a team to deliver high-volume, high-quality customer focused activity against performance targets.
• Undertakes a variety of customer interactions and accurately records these on CQC systems in line with Standard Operating Procedures and quality standards.
• Has a good understanding of regulatory processes associated with area of work.
• Undertakes all mandatory and other identified training to support own development.
• Demonstrates an awareness of CQC policies and procedures consistently applying these in everyday practice.
• Actively contributes and engages in the Performance Development Review process and ensures appropriate documentation is completed.
• Demonstrates application of CQC Values and Behaviours in all interactions, raising awareness and improving practice in respect of Equality and Diversity and promotion of Human Rights within the workplace
• Takes responsibility for ensuring individual and collective adherence to Knowledge and Information Management, and Information Security policies and procedures
• All duties commensurate with your role and responsibilities.

Essential Skills & Experience:

• Experience of working in a Customer Contact environment delivering customer satisfaction and achieving performance targets.
• Ability to deliver excellent customer experience, working efficiently within a high-volume contact environment.
• Strong written and verbal communication skills, able to adapt communication style to suite a varied audience and present complex information in an accessible manner.
• Competent IT skills in MS Outlook, Excel & Word.
• Demonstrates experience of working both independently and as part of a team to achieve individual or team goals.
• Able to adapt quickly to changing priorities, technologies and working practices.

Desirable Skills & Experience

• Experience of delivering multi-channel customer service, including complex query resolution, complaints handling and managing distressing / challenging conversations.
• Competent in IT systems and data input to relevant systems (e.g. customer relationship mgmt systems, online portals, travel booking systems, workforce management)
• Has knowledge and understanding of CQCs role within the health and social care environment.

You will be required to provide all relevant right to work documents and will need to be fully referenced for the last 3 years.

*PLEASE NOTE - DUE TO THE HIGH VOLUME OF APPLICANTS, WE ARE UNABLE TO RESPOND TO ALL APPLICATIONS*

Brook Street are proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.