Helpdesk Customer Adviser
| Dyddiad hysbysebu: | 12 Mehefin 2025 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 17 Mehefin 2025 |
| Lleoliad: | UK |
| Gweithio o bell: | Yn gyfan gwbl o bell |
| Cwmni: | PSR |
| Math o swydd: | Cytundeb |
| Cyfeirnod swydd: | PSR1JP00088540 |
Crynodeb
On behalf of NHS England, we are looking for a Helpdesk Customer Adviser (Inside IR35) for a 3 Month contract based Remote.
This is a customer-facing role supporting a wide range of clients across the health sector, including Commissioners, General Practices, and NHS England users. The team is focused on delivering a high-quality, advice-driven support service for the CQRS applications (full training will be provided).
This is not an IT technical support role, so we are not seeking candidates with a deep technical background. What we are looking for is someone with empathy for the end user, strong communication skills, and a genuine desire to help users access the information they need.
As a Helpdesk Customer Adviser your main responsibilities will be to:
• Provide a high-quality, customer-focused service by using detailed knowledge of the CQRS applications to resolve issues and queries. (Training will be provided; experience in customer-focused roles is advantageous).
• Respond to phone and email contacts from end users, accurately recording details within the IT Service Management tooling.
• Assess, categorise, and prioritise incidents and service requests, aiming for a quality-driven first contact resolution.
• Liaise with and escalate tickets to second-line support teams when first-line resolution is not possible, ensuring timely and effective outcomes.
Essential:
• Strong communication skills – Excellent oral and written communication, with the ability to clearly explain information over the phone in non-technical terms and write clear, concise user friendly emails.
• Customer empathy and active listening – Ability to listen carefully to end users, understand their needs and the impact of issues, and adapt communication style to suit users with varying levels of technical knowledge.
• Teamwork and collaboration – Proven ability to work effectively in a customer-focused team, showing respect for others’ skills and a commitment to delivering high-quality service.
• Resilience and flexibility – Able to maintain service quality under pressure.
• Technical awareness and troubleshooting – Demonstrable understanding of Microsoft Office tools (Word, Excel, Outlook, Teams) and experience in basic IT fault diagnosis and issue resolution.
• Adaptability and professionalism – Comfortable working with users of all capabilities and attitudes, maintaining a professional and supportive approach to ensure a positive service experience.
Please be aware that this role can only be worked within the UK and not Overseas.
Disability Confident
As a member of the Disability Confident Scheme, NHS England guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.
Armed Forces Covenant
NHS England guarantees to interview veterans or spouses / partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.
In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".
This is a customer-facing role supporting a wide range of clients across the health sector, including Commissioners, General Practices, and NHS England users. The team is focused on delivering a high-quality, advice-driven support service for the CQRS applications (full training will be provided).
This is not an IT technical support role, so we are not seeking candidates with a deep technical background. What we are looking for is someone with empathy for the end user, strong communication skills, and a genuine desire to help users access the information they need.
As a Helpdesk Customer Adviser your main responsibilities will be to:
• Provide a high-quality, customer-focused service by using detailed knowledge of the CQRS applications to resolve issues and queries. (Training will be provided; experience in customer-focused roles is advantageous).
• Respond to phone and email contacts from end users, accurately recording details within the IT Service Management tooling.
• Assess, categorise, and prioritise incidents and service requests, aiming for a quality-driven first contact resolution.
• Liaise with and escalate tickets to second-line support teams when first-line resolution is not possible, ensuring timely and effective outcomes.
Essential:
• Strong communication skills – Excellent oral and written communication, with the ability to clearly explain information over the phone in non-technical terms and write clear, concise user friendly emails.
• Customer empathy and active listening – Ability to listen carefully to end users, understand their needs and the impact of issues, and adapt communication style to suit users with varying levels of technical knowledge.
• Teamwork and collaboration – Proven ability to work effectively in a customer-focused team, showing respect for others’ skills and a commitment to delivering high-quality service.
• Resilience and flexibility – Able to maintain service quality under pressure.
• Technical awareness and troubleshooting – Demonstrable understanding of Microsoft Office tools (Word, Excel, Outlook, Teams) and experience in basic IT fault diagnosis and issue resolution.
• Adaptability and professionalism – Comfortable working with users of all capabilities and attitudes, maintaining a professional and supportive approach to ensure a positive service experience.
Please be aware that this role can only be worked within the UK and not Overseas.
Disability Confident
As a member of the Disability Confident Scheme, NHS England guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.
Armed Forces Covenant
NHS England guarantees to interview veterans or spouses / partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.
In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".