NHS England Case Officer

NHS England- Band 5 Case Officer
Location: Leeds
Hours: Monday - Friday (37.5 hours)
Pay: £10.83 rising to £12.74 after 12 weeks

This is an ongoing temporary position with the possibility of a further extension at the discretion of the business requirements.

As a Case Officer, the post holder will work as part of a dynamic team in delivering an effective service, supporting managers and staff across the Customer Contact Centre. In particular the post holder will:

Have the ability to communicate clearly and effectively, interacting with people at all levels verbally and by written means

Liaise effectively with people who may be distressed and identify any immediate risk issues

Have conflict resolution and excellent listening skills

Ensure cases are handled in line with internal service level agreements, KPIs and in accordance with agreed policies and procedures

Ability to deal sensitively dealing with difficult and sometimes challenging situations and people

Maintain clear, accurate and concise casework records/notes in the CRM system

Provide and seek quality advice and guidance to and from colleagues and other NHS personnel to assist with handling of cases

Work flexibly across the team to handle a mixed and varied caseload, ensuring a high quality and timely response that meets relevant standards and deadlines.

Be adaptable to a constant changing & challenging environment in a very busy demanding role and able to prioritise your own case load

Skills required

• Excellent verbal and written communication skills
• Clear planning and organisation skills
• Excellent teamworking skills
• Can do attitude
• Proficient use of MS office programmes especially MS Excel
• Must have experience in communications
• Must be able to effectively work from home

What you can expect in return

• Fantastic working environment
• Flexible working hours due to business needs
• Central Leeds however will be from home for the foreseeable future
• Occasional fixed term opportunities arise internally
• Full 12-week training given