NCSC Customer Contact Advisors

Grade F - £24,541 (National Framework) - There is also an additional homeworking allowance of £581 per annum for those working from home

Contracted Hours: Full time 37 hours per week

Contract Type: Permanent, Fixed Term and Secondments available

Location: This is a home-based role requiring the candidate to be living within a commuting distance of our Newcastle Upon Tyne Office and prepared to travel to our Newcastle office, as and when necessary.

Closing date: Wednesday 23 April 2025 at 11.59pm

Interview date: TBC - this will be held in our Newcastle upon Tyne office

This role is NOT open to applications from those who will require sponsorship under the points-based system. Should you apply for this role and be found to require sponsorship, your application will be rejected, and any provisional offer of employment withdrawn.

Please click the link below to view the full job description:

JD - NCSC Customer Contact Advisor

Are you committed to helping us regulate health and social care within England?

When thinking about what drives you every day in your job, what keeps you motivated and passionate about your work what comes to mind? For 3000+ people at the CQC we end each day knowing that we have made a difference to the lives of those most in need in our communities. We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and encourage care services to improve. We are looking for people who are caring, demonstrate integrity and work well as part of a team to join with us and share in this sense of achievement. If you would like to help us make a positive impact to health and social care within England, then read on.

Why this could be a great role for you....

In this role you will be responsible for providing an exceptional customer experience to those that contact CQC via multiple channels predominantly calls but also emails and web forms providing a first line resolution for customers seeking advice or sharing information of concern. The role can be challenging, and you will be dealing with a wide variety of customers including those who are in a vulnerable position and handling information about emotional situations.

What we can offer you...

Your health and wellbeing are important to us and are supported through our benefits scheme:

27 days of leave per year, rising to 32.5 days with length of service, plus bank holidays (usually 8 days per year).

Opportunities and support for in house and external training and development.

Free, unlimited access to Headspace meditation app.

Sports and gym discounts.

Free employee assistance service 24 hours a day.

NHS pension scheme, with around a 14% employer contribution.

Discounts to high street stores, supermarkets, restaurants and more.

Eligibility to apply for a Blue Light Card, which cost £4.99 and are valid for 2 years.

Fleet home electronics and car leasing salary sacrifice scheme.

Cycle to work scheme up to the value of £5,000.

Internal reward scheme where you could win a voucher or two!

What you will bring...

Successful candidates are required to have the appropriate skills to be able to deal with several call types varying in nature, managing customer interactions in a compassionate, caring, and professional way. You will also draw upon your excellent customer service skills to deal with difficult, sensitive, and sometimes distressing information, ensuring our customers receive an excellent level of service whilst accurately recording the details onto the appropriate systems.

For an informal discussion or further information on the role, please contact Chris Clark, NCSC Operations Manager at Christopher.Clark@cqc.org.uk

Individual adjustments...

We are committed to being open and transparent around our processes and we endeavour to offer every candidate the opportunity to perform at their best throughout the recruitment process. We seek to support candidates to identify potential challenges and work with them to identify and facilitate reasonable adjustments as appropriate. Should you require assistance and/or would like to request a reasonable adjustment at any stage of the recruitment process, please contact a member of the team via email: recruitment@cqc.org.uk

Note for internal candidates:

As this is a secondment/fixed term opportunity it is important that you read our recruitment and selection policy relating to secondments and you must discuss your application with your line manager before applying. Your line manager will need to consider the implications of the release, agree whether you can be released for a specific time and that the secondment represents a development opportunity/meets business needs.

Note for external candidates:

CQC are currently working through an organisational transformation programme which includes the creation of a new target operating model. This role is offered as a fixed term contract as part of the transition process to that new model. For further information on this please visit https://www.cqc.org.uk/about-us/jobs/information-applicants

CQC is committed to promoting a fair and inclusive workplace where all our people can flourish and reach their full potential. We know diverse teams allow for a more creative and productive environment and therefore encourage applications from everyone regardless of: age, gender/sex, gender identity or expression, religion or belief, disability, ethnicity or sexual orientation.

Candidates must ensure that all information provided in their application is detailed in their own words and is factually accurate. Any examples provided must be taken from personal experience. CQC abides by honesty and integrity as part of its core values, if evidence of plagiarism or generating answers from other sources is found, applications may be withdrawn.

Our Values

Excellence - Meeting our challenge to be a high-performing organisation

Caring - Treating everyone with dignity and respect

Integrity - Demonstrating our passion for 'doing the right thing'

Teamwork - Enabling us to be the best we can