Inbound Call Centre Operative

About the role

We are seeking enthusiastic Inbound Call Centre Operatives to join NHS Shared Business Services in Southampton. You will handle a variety of employee queries – from payroll and pension questions to general HR matters – delivering professional, courteous service over the phone.

Key responsibilities

• Answer inbound calls from NHS staff and resolve queries on first contact wherever possible.
• Provide clear, accurate information following Data Protection Act guidelines.
• Record concise notes and construct appropriate responses for staff, line managers and HR teams.
• Follow departmental and wider business processes and contribute to service‑improvement initiatives.

Required profile

• Excellent customer service attitude and strong listening skills.
• Ability to multitask, prioritise and stay calm during emotive conversations.
• Previous experience in a customer‑facing environment (retail, hospitality, office or call centre).
• Basic understanding of payroll, PAYE, National Insurance and NHS Pension scheme is a plus.

Required skills

• Proficient use of Microsoft Office on a PC.

What we offer

• Full‑time permanent contract with a salary of £26,300 per annum.
• Hybrid working – one day per week onsite in Southampton, the rest remote.
• Rotating shift pattern between 08:00‑18:00, 25 days annual leave plus the option to purchase additional days.
• DBS clearance and a supportive, dynamic team environment.