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Customer Contact Advisor

  • Location:

    Newcastle upon Tyne

  • Sector:

    Customer Service

  • Job type:


  • Salary:

    Up to £12.04 per hour + Work from Home

  • Contact:

    Newcastle CL

  • Contact email:

    [email protected]

  • Job ref:


  • Published:

    21 days ago

  • Duration:

    Until Dec 24

  • Expiry date:


  • Startdate:


Job Description

The Role:
Brook Street are proud to be working in partnership with the Care Quality Commission (CQC) with a complete remote working role starting as soon as possible. We are recruiting for an Administrator (Concerns Processing Team) to work with a team to process feedback given on the CQC website. This is an excellent opportunity to work within the Public Sector and provide an essential service to the CQC and critical partners.

  • You will be processing concerns which have been submitted by members of the public/service users on the CQC website. These concerns will be related to giving feedback on a variety of areas of the care being given in various health and social care services in England.
  • You will process the information and make an assessment on the information to see if it contains safeguarding issues, to check if anyone is at risk and if this is considered general feedback or if it requires immediate action. Once the information is categorised you will then send it onto the relevant teams to deal with this information provided.
  • The role will be predominately admin based to begin with, however you may be required to contact service users via phone to ask for additional information.

*Due to the nature of what CQC do, some of the images/feedback provided that you will be processing, may contain graphic photos or distressing information - therefore, you must be both resilient and empathetic to thrive in this role*

You will eventually be cross trained on other areas of the business; you will move onto the concerns phone line which will be taking calls rather than processing the concerns notifications. When you start doing this will depend on business needs. Therefore, you must also be comfortable taking contact centre style inbound calls. You will receive full training before moving onto this area of the business.

Assignment: Currently running until December 2024 with the possibility to extend
Rate of Pay: £12.04 per hour - Weekly Pay
Hours: 37 per week, Monday - Friday - General office hours
Location: Fully Remote

Duties include, but are not restricted to:

  • Handling inbound telephone calls and emails regarding customer experiences. Please note - Some of the calls may be of a very 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.
  • Deliver a consistent and productive service to both internal and external customers.
  • Ensure all administrative work is completed and recorded accurately.
  • Use information resources to support customer service.
  • Keep up to date with current procedures and practices.
  • Work effectively as part of a team, participate in team meetings and contribute towards staff engagement plan.
  • Promoting and respecting team working ethics by building good working relationships using co-operation and discussion.

Skills Required:

  • Empathetic and resilient
  • Good written and communication skills
  • Ability to handle challenging enquiries of a sensitive nature
  • Strong computer literacy skills e.g. keyboard, word processing skills and Microsoft applications
  • Prioritise workloads to aid productivity
  • Experience in a customer facing environment
  • Manage time effectively
  • Candidates must have the facilities to enable them to work from home - E.g. A secure internet access: a comfortable working space which would enable work to be undertaken of a sensitive nature i.e. no shared spaces.

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


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.

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