NCSC Customer Contact Advisors - North East

Grade F - £25,768 (National) – There is also an additional homeworking allowance of £600 per annum for those working from home. Please note for part time roles – this will be pro rata.,
Contracted Hours: Full time 37 hours per week
Contract Type: Permanent
Closing date: Monday 5 October 2026 at 11.59pm

Location: This is a home-based role requiring the candidate to be living within a commuting distance of our Newcastle upon Tyne office. You must be prepared to travel to our Newcastle office, as and when necessary.  If you live outside of this area, we're unable to progress your application on this occasion. 

Please Note: The first two weeks of your role will be based in our Citygate office to undergo training. 
Interview Date: This will be a half day assessment centre, held in-person, in Newcastle upon Tyne – venue TBC.

Make a difference   
Every role at CQC contributes to our mission. If you’re looking for a new role in NCSC that gives a true sense of meaning and purpose, then you’ve found it! As a Customer Contact Advisor, you’ll be responsible for providing an exceptional customer experience to those that contact CQC.

Picture this   
Imagine being part of a team that contributes to a high-performance culture, where your role contributes to the wider goals of your team, directorate and your organisation. In the last year as a Customer Contact Advisor in NCSC, you might have:

• Provided a first line resolution for customers seeking advice or sharing information of concern.
• Handled complex information and queries around emotional situations whilst dealing with a wide variety of customers.
• Effectively identified, prioritised and responded appropriately to highly sensitive information of concern from potentially vulnerable and/or distressed individuals.

The role 
You’ll work closely with others to deliver shared outcomes, In this role, you’ll:

• Manage stakeholder relationships: Managing customer interactions in a compassionate, caring and professional way.
• Take ownership: Maintaining organisational knowledge, awareness of recent activity within the health and social care sector.
• Provide exceptional customer service: To a diverse customer group who contact CQC seeking advice or sharing information of concern via multiple channels.

Show us   

We will be looking for specific skills, knowledge and experience in your application form:

• Excellent customer service skills: Show how your skills will enable you to deal with difficult, sensitive and sometimes distressing information.
• Working collaboratively: Evidence how you have worked flexibly and collaboratively within a team to deliver high-volume, high-quality customer focused activity against performance targets.
• Communication skills: Demonstrate written and verbal communication skills, whilst being able to adapt communication style to suit a varied audience.

Compliance To progress your application, you’ll need to provide evidence of your right to work in the UK. Without valid right to work you won’t be eligible for the role. We are unable to offer sponsorship for this role. Some roles may also be subject to a satisfactory DBS check.

Next steps
If you apply, you’ll need to create a profile and complete an online application form. Your application will be completely anonymous.  Please see our information for applicants for more details on the process. We contact every applicant to let them know the outcome of their application, so you will hear from us whether or not you are shortlisted.
You can read the full details of the role in the Job Description
If you’d like an informal chat about the role contact – Chris Clark, NCSC Operations Manager; [email protected]. For general enquiries, please email [email protected].

The Benefits
We offer a wide range of benefits, including:

• Annual leave starting at 27 days per year, rising to 32.5 days with service, plus bank holidays (usually 8 days per year).
• Training and development opportunities.
• Wellbeing initiatives, such as gym discounts and meditation.
• NHS pension scheme, with around 14% employer contribution.
• Discount schemes (including eligibility for a Blue Light card, at a cost of £4.99 and valid for 2 years), reward vouchers, car leasing and more!

Please see our benefits page for the full list.

Equity for all
We know job descriptions can feel intimidating. Research shows they can cause some people to doubt whether they’re a good fit. This happens more often to people from underrepresented groups (e.g. ethnic minority backgrounds). If this role interests you, we encourage you to apply. Your unique perspective, skills, and experience could be exactly what we need.
We want every candidate to feel supported and able to do their best. If you need adjustments to our process, we’ll work with you to remove any barriers. Visit our accessibility page for more on this. If you’d like to chat, please contact [email protected]. Please note, if you have previously informed us of adjustments you need for interview or within your role these are not carried over and must be discussed for each individual application you make.
We promote a workplace where fairness, respect and inclusion are a priority. Diverse teams make our work better, help us deliver our mission and make our culture stronger. See our ED&I page for more about this.
We welcome applications from everyone, and colleagues can find support and community among our many employee networks. This includes people of any:

• Age
• Sex
• Gender identity or expression
• Sexual orientation
• Religion or belief
• Ethnicity
• Disability

Values and vision
We are guided by our core values, which shape our work and our culture.
Excellence – being a high-performing organisation.
Caring – treating everyone with dignity and respect.
Integrity – doing the right thing.
Teamwork – learning from each other to be the best we can.
We are a disability confident employer and a carer confident employer.

A Note on AI
AI tools can be great for research and refining ideas, but we want to learn about you. If you use AI or Chatbots to help you with your application, keep these points in mind:

• AI can support research, structuring and refining your writing, but your application must reflect your real skills and experience.
•        Spell-checking and condensing word counts are great ways to use AI effectively.
•        Do not copy and paste AI generated answers. These will not help you stand out; remember we want to hear about your skills and experience.
•        Providing false and insincere examples goes against our core values of honesty and integrity and may lead to your application being withdrawn or termination of your employment.