We're looking for someone with excellent communication skills and experience of working in a busy contact centre environment to join our friendly team in providing outstanding customer service.

The Role

This role involves providing excellent customer service to all customers who contact the GPhC by telephone or email, through the Customer Contact Centre. Speed, quality, and professionalism of service are key. We deal with some complex and challenging cases, therefore good problem-solving skills and empathy are essential. The team has a focus on continuous improvement, and we encourage everyone to recognise where improvements could be made and suggest solutions.

This role is subject to a Basic Disclosure and Barring Service (DBS) check as part of our pre-employment due diligence.

The successful applicant will have/be:

• Significant experience of handling high volumes of calls, preferably in a Contact Centre environment, with an understanding or appreciation of Contact Centre technology, pressures and work practices.
• Experience of providing written replies to customers via email. The ability to draft bespoke answers in clear, concise language.
• Experience of effectively handling all types of callers, including difficult / irate / upset customers.
• Target driven with the drive and desire to ensure that all individual and Department targets are achieved.
• Active team player, demonstrating behaviours of helping colleagues, sharing information, identifying & solving process & efficiency issues, flexibility to ensure that Service Level Agreements are met and contributing to the morale of the team.
• Have an unwavering commitment to Equality, Diversity and Inclusion.
• A pro-active, "can do" approach to helping customers, and the tenacity to ensure that answers are provided to customers.
• Apply the relevant management systems, procedures and policies relating to risk management, health and safety, information security and business continuity.

Benefits when joining our team

In return for their commitment and enthusiasm, employees can expect a rewarding and challenging work environment, good work-life balance and workload plus an excellent benefits package that includes:

• 30 days holiday (plus bank holidays) with the option to buy an additional 5 days.
• A choice between two pension providers: NHS pension scheme or Standard Life.
• Flexible working arrangements.
• Career breaks and sabbaticals.
• Private medical insurance, life assurance, season ticket loan, bike loan and many more.

About the GPhC

We are a respected regulatory body that regulates pharmacists, pharmacy technicians and pharmacies in Great Britain. We work to assure and improve standards of care for people using pharmacy services.
Our organisation has a long-term vision and a desire for highly skilled and specialist staff. We are committed to providing workforce learning and development opportunities.

Following the Covid-19 pandemic, we have adopted a hybrid working approach which combines office and home working. Staff are predominantly home-based and office attendance depends on the nature of the role and the requirements of the team.

We are proud of our diverse and inclusive culture and are committed to holding ourselves to the same standards we expect of others.

Applying for this role

If you feel you have the required experience and skills and would like to join us, please complete our application form, including the supporting statement section explaining how you meet each of the criteria for the role, and where you found out about this vacancy.

Please note that applications without a supporting statement will not be considered.

Please consult the knowledge and skills section of the job description document to help you prepare your application.

We welcome applications from all sections of the community

We are committed to promoting equality, valuing diversity and being inclusive in all our work as a health professions regulator.

As part of your application for this role, please complete our equal opportunities and diversity monitoring section. This is optional and you don't have to complete it; however it provides us with useful information for monitoring and reporting purposes and is strictly confidential.

The information you provide on this form will not form part of any selection process and will not be shared with the selection panel.