‘Talking Talent’ with NHS BSA

Join Louise Reed, Head of Client Solutions at greenbean on Wednesday 24th March at 1pm when she will be ‘Talking Talent’ with Dan Britton and Michael Dunn of NHS Business Services Authority (NHS BSA).

This session, themed ‘The Balancing Act – Onboarding new services and colleagues during a pandemic’ will explore how NHS BSA rapidly scaled-up their workforce using Microsoft Teams to interview, assess, onboard and train new hires whilst maintaining service delivery levels to support frontline NHS services. Dan and Michael will talk candidly about their successes, challenges and lessons learned. There will be ample opportunity for Q&A and general discussion.

Date:     Wednesday 24th March
Time:     1.00pm – 1.45pm
Where:  Zoom

For further information and to reserve your FREE place to attend contact Julie Mordue, Client Relationship Manager here.

About our guest speakers

Dan Britton and Michael Dunn of NHS BSA

Dan Britton – Head of Customer Operations NHSBSA

Dan started as a frontline agent with NHS BSA in 2004 to support the transition for circa 30 million E111 holders applying for the EHIC card over 3-year period and has since progressed through the ranks to become Head of Customer Operations in 2019. Dan’s many achievements have included opening 2 other contact centre operations outside of Newcastle creating 150 jobs in Fleetwood and Wakefield, Global Standard accreditation with CCA for two consecutive years with no non-conformities. Outside of his day job he is a volunteer Manager/Coach for kids’ football.

Michael Dunn – Training and Resource Lead NHSBSA

Michael joined the NHSBSA in 2016 to oversee a contact centre training team of 4. In the last 5 years his team has grown to 14 with responsibility for all recruitment and training services within the Citizen services area of the NHSBSA. He and his team have delivered many large-scale recruitment campaigns.  Michael is a fan of American football and enjoys walking with his wife and 3 girls.


NHS BSA’s Customer Operations is the arm’s length support function to the NHS. They provide customer contact delivery for 27 NHS services from NHS Pensions, Help with Health Costs and Overseas Healthcare among many others. They also deliver 7 Covid response services including Education Settings Public Health Advice line and PPE helpline. The contact centre operation is across 3 UK sites with 850 colleagues supporting telephony, email, social media, website feedback, applications, payments, and assessments.

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NHS BSA scale up their ‘Pop Up’ contact centre homeworking solution