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News : The Royal College of Nursing is Recruiting Advisers to Join Cardiff Contact Centre

#contactcenterworld, @thercn

Cardiff, Wales, July 7, 2022 -- Health care is a vital service in our society and it takes a special kind of person to dedicate their career to helping others. However, while health care professionals are busy looking after us all, it's important that there are people working behind the scenes to ensure they are well supported and represented.

The Royal College of Nursing (RCN) is a trade union of nurses, midwives, health care support workers and nursing students in the UK. If you're looking for a rewarding new career then this could be the perfect opportunity to take the leap as the RCN is currently recruiting advisers to RCN Direct, its Cardiff Gate based contact centre.

The organisation believes its people are its greatest asset and the RCN was accredited with Investors in People Gold Standard between 2012 and 2021, so you can apply with confidence. We spoke with RCN employees to find out more about the available adviser roles and its range of employee perks.

What does an adviser role involve?

While the role can be highly demanding, as an adviser you’d be making a real difference to RCN members. Advisers are based in the RCN contact centre, however, employees are welcome to choose hybrid working, meaning they can spend between one and five days a week in the office to suit their schedule. All advisers are expected to work one weekend in four, however the centre works on a team rotation so advisers can predict which weekends they could be scheduled to work.

A normal day sees advisers working within a team of eight people as part of a much larger team of 40. They take calls, live chat and emails on a broad range of subjects, helping members to access the full range of RCN support and empowering them to understand their rights and responsibilities at work.

These queries could require an onward referral in situations where people need representation or specialist advice, however, less than 40 per cent of all calls are referred, meaning the RCN advisers resolve the majority of issues presented to them.

Unlike other contact centres, the RCN does not provide scripts for their advisers, giving them control and autonomy. This role would particularly suit those from a contact centre, trade union, HR, legal, employment relations, advisory, care or nursing background.

Applicants should be aware that the adviser role involves some evening (up to 8:30pm), weekend, and public holiday work, but because the RCN knows that work-life balance is important, the rota is published at least four weeks ahead.

Successful candidates will be provided with six weeks of initial supernumerary training, led by the centre’s dedicated Knowledge, Skills and Quality Coordinator (KSQ). Following this advisers join their team, where they have the support of a mentor and team manager, who work with the KSQ to provide ongoing support and development throughout their careers.

Am I the right fit for the job?

The RCN is looking for people with specific skills, but you don't necessarily need a university education to be a successful candidate. Instead, the organisation is looking for people who have insight and relevant life skills and experiences.

Those applying should ideally have knowledge of employment law, workplace relations and professional issues facing RCN members as well as the ability to build rapport quickly. The issues that advisers deal with can often be distressing, so candidates who can maintain personal resilience and demonstrate professionalism in challenging circumstances will be more successful.

The RCN is hoping to take on those who have worked in a fast-paced, team environment and those who have proven excellent customer service through strong verbal and written communication skills. You must be confident in communicating complex information clearly and have the ability to learn new systems quickly.

What can the RCN offer me?

We all know what we can offer as individuals, but when applying for a new job, it's useful to know what an organisation can offer you. With the RCN, you'll be pleased to hear of its range of benefits that can make all the difference when finding a good work-life balance.

Finding time to rest and recuperate can sometimes be difficult, but RCN advisers benefit from 39 days of annual leave (pro rata), including bank holidays, rising to 43 days with two years’ service. Plus they can save money on shopping and leisure activities via the popular employee perks package, RCNXtra.

Employees have praised the RCN's welcoming atmosphere and we spoke to Sally Ashman, Advice Centre Manager, who started with the RCN as an adviser in 1998 when the service was launched, to find out more.

"One of the things that people always comment on when they first start with us is how welcoming we are. And that comes out in our staff surveys as well - we rate really highly on peer relationships. I think that's because the advisers do hear some really harrowing things so they need that sort of emotional peer support, and it literally comes from everyone."

This support is extended into employees' home life. While advisers are expected to spend at least one day a week in the office, the RCN offers flexibility with this and allows staff members to work evenings and weekends from home if it suits them better. What's more, during the school holidays, employees are welcome to work 100% from home - giving them more control and flexibility.

While advisers often stay in the role for a long time, finding plenty of job satisfaction, many advisers have taken advantage of the development opportunities on offer and have gone on to be successful in a wide variety of departments across the RCN.

#contactcenterworld, @thercn

Posted by Veronica Silva Cusi, news correspondent

About Royal College Of Nursing:
Company LogoThe Royal College of Nursing (RCN) is a union membership organisation with over 395,000 members in the United Kingdom. It was founded in 1916, receiving its Royal Charter in 1928, Queen Elizabeth II is the patron. Most members are registered nurses but student nurses and healthcare assistants are also admitted.
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Today's Tip of the Day - Set Customer Expectations

Read today's tip or listen to it on podcast.

Published: Friday, July 8, 2022

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2023 Buyers Guide Knowledge Management


Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.


Combines knowledge management with call support as continue improvement.

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.


FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!


Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.


Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.


ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.


Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.

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