Job summary
If you have good administration skills and want to work in a role where you make a difference, we have the opportunity for you! We are looking for a number of administrators to work at one of the largest Pension Schemes in the country. This role is the perfect stepping-stone into a rewarding career where you can make a difference to the lives of NHS employees, patients, and the public. We provide a great place to work and have been recognised in this year's "Best Companies Awards" and "Inspiring Workplaces Awards". We care about our people and will work together to help you succeed.
Working arrangements will be discussed at interview stage.
What do we offer?
- Hybrid working - offering flexibility to work predominantly from home with the opportunity to be office based should you prefer, or if business need requires it.
- 37.5 hour working weeks, which can be worked flexibly between the hours of 7am - 7pm to support a positive work-life balance.
- Equipment provided for your home to support hybrid working
- Supportive learning programme provided for all new starterswith mentor support
- Career pathway programme open to all, opening doors to more senior roles or to other teams in the NHSBSA
- 27 days leave (increasing with length of service) plus 8 bank holidays
- Active wellbeing and inclusion networks
- Excellent pension
- NHS Car lease scheme
- Employee Assistance programme, offering support for you and your loved ones
- Access to a wide range of benefits and high street discounts
Main duties of the job
- Perform a range of administration duties to support a positive customer experience
- Manage customer email and telephone enquiries, liaising with NHS Employers to seek further employment information for the member
- Process casework in line with agreed procedures and process guides
- Working on computer systems, accurately inputting and amending information giving attention to detail
- Over time we would be looking for you to manage a diverse portfolio of workstreams that will increase in line with the band 2 to band 3 progression framework
- Effective team player, who constantly displays commitment and flexibility
- Effective problem solver with excellent organisational skills
You may have experience in administration already or may be confident in office duties and are looking to start a new career. We would love you to apply if:
- You would be confident in performing a range of administration tasks
- You have the focus to complete data input tasks
- You can show initiative when something is non-standard
- You have a high attention to detail and excellent communications skills
In your application, please answer these questions in the "supporting evidence" section:
1. When have you demonstrated good communication skills?
2. When have you shown good time management and the ability to multi-task?
3. When have you shown agood level of accuracy while working on a task?
4. When have you demonstrated empathy and calmness when dealing with a difficult situation?
About us
At the NHS Business Services Authority (NHSBSA) we deliver a range of essential national services to NHS organisations and contractors, patients and the public. You may already be using some of our services. Do you have a prescription pre-payment certificate? Perhaps you found this vacancy through NHS Jobs? We're behind these, and much more.
Being one of the UK's Best Big Companies to work for, our values are to be Collaborative, Adventurous, Reliable and Energetic. We CARE about what we do and support each other in achieving our objectives. Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. We're passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that.
We welcome applications from people of all backgrounds. With wellbeing and inclusion central to our ethos, our BAME, Disability and Neurodiversity, LGBTQ+, Armed Forces and Women's networks help our colleagues to be their authentic selves at work.
At the NHSBSA we value and respect the diversity of our colleagues and are committed to being a flexible employer. We are proud to offer flexible working opportunities. Whether you're interested in hybrid working, working from home, flexible hours or job sharing, apply today and we can discuss available options with you at the interview stage.
We are the NHS delivering for the NHS.
Job description
Job responsibilities
Job purpose:
The customer is at the heart of everything that we do. This role plays an important part of the service we provide to those customers.
In this role, you are accountable for:
Delivering high quality customer service while working on documented, standard case-work. This will involve dealing with current and retrospective enquiries, from both internal and external customers and will require routine analysis, investigation, payment calculations and reconciliation of information.
The post holder may also be asked to support less experienced staff on duties that are within their work area of expertise and knowledge.
In addition to the above accountabilities, as post holder you are expected to:
- Inform the workflow team in advance of your planned working pattern
- To process cases and associated correspondence as allocated using the workflow tool effectively.
- Work to an agreed and consistent level of personal productivity, accuracy and effectiveness over a range of Pensions casework.
- To work with a minimal amount of supervision, taking responsibility for completing allocated cases on work that you are fully trained to carry out and actively seeking guidance where necessary to avoid any delay for the customer.
- Participate in daily huddles, actively understanding information and offering contribution for peer colleagues to share best practice.
- To communicate effectively and to a high standard with internal colleagues and external customers resolving queries by telephone, e-mail and correspondence. External customers vary between Pension scheme members, NHS Employers, financial bodies and other external agencies.
- To contribute to service improvement through championing excellence in all activities.
- To maintain self-awareness of the NHS Pension Schemes and associated regulation changes by reading relevant communications that are issued and via training, technical or compliance teams.
- Identify personal training needs and work with the Operations Manager to establish personal objectives. Contributes to own ORO (Ongoing Review of Objectives).and one to ones.
- Participate in cross skilling activities to promote flexibility of working across multiple areas and schemes.
- Apply due diligence across all tasks for high levels of accuracy and discuss any errors with your Quality Coach, agreeing a plan for improved accuracy if necessary.
- To contribute to projects for service delivery improvements in your area of expertise as delegated by the Operations Manager.
- Make yourself aware of NHSBSA values and core capabilities in order to demonstrate in all aspects of your work.
- Make yourself aware of NHSBSA policies, procedures and protocols in order to apply to your role.
Working relationships
Responsible to: Operations Manager
Key relationships and connections:
NHS Pensions Operational Managers
Workflow and Forecasting Managers
Learning and Development Manager
Quality Coaches
Subject Matter Experts
Contact Centre
Job description
Job responsibilities
Job purpose:
The customer is at the heart of everything that we do. This role plays an important part of the service we provide to those customers.
In this role, you are accountable for:
Delivering high quality customer service while working on documented, standard case-work. This will involve dealing with current and retrospective enquiries, from both internal and external customers and will require routine analysis, investigation, payment calculations and reconciliation of information.
The post holder may also be asked to support less experienced staff on duties that are within their work area of expertise and knowledge.
In addition to the above accountabilities, as post holder you are expected to:
- Inform the workflow team in advance of your planned working pattern
- To process cases and associated correspondence as allocated using the workflow tool effectively.
- Work to an agreed and consistent level of personal productivity, accuracy and effectiveness over a range of Pensions casework.
- To work with a minimal amount of supervision, taking responsibility for completing allocated cases on work that you are fully trained to carry out and actively seeking guidance where necessary to avoid any delay for the customer.
- Participate in daily huddles, actively understanding information and offering contribution for peer colleagues to share best practice.
- To communicate effectively and to a high standard with internal colleagues and external customers resolving queries by telephone, e-mail and correspondence. External customers vary between Pension scheme members, NHS Employers, financial bodies and other external agencies.
- To contribute to service improvement through championing excellence in all activities.
- To maintain self-awareness of the NHS Pension Schemes and associated regulation changes by reading relevant communications that are issued and via training, technical or compliance teams.
- Identify personal training needs and work with the Operations Manager to establish personal objectives. Contributes to own ORO (Ongoing Review of Objectives).and one to ones.
- Participate in cross skilling activities to promote flexibility of working across multiple areas and schemes.
- Apply due diligence across all tasks for high levels of accuracy and discuss any errors with your Quality Coach, agreeing a plan for improved accuracy if necessary.
- To contribute to projects for service delivery improvements in your area of expertise as delegated by the Operations Manager.
- Make yourself aware of NHSBSA values and core capabilities in order to demonstrate in all aspects of your work.
- Make yourself aware of NHSBSA policies, procedures and protocols in order to apply to your role.
Working relationships
Responsible to: Operations Manager
Key relationships and connections:
NHS Pensions Operational Managers
Workflow and Forecasting Managers
Learning and Development Manager
Quality Coaches
Subject Matter Experts
Contact Centre
Person Specification
Qualifications
Essential
- GCSE Grade C (or equivalent) passes in a minimum of 2 subjects including English and Mathematics or relevant work experience
Desirable
- NVQ Level 2 in Customer Service or Business Administration (or equivalent)
Knowledge and Skills
Essential
- Ability to understand multiple documented procedures and systems
- Able to communicate sensitive or contentious information either written or verbally.
- Able to deliver excellent customer service whilst meeting deadlines and targets.
- Able to prioritise own workload and work with minimum supervision
- Numeracy and analytical skills
- Good organisational skills
- Ability to identify implications of actions
- Attention to detail
- Desire to take ownership on cases from start to finish
- Ability to deal with difficult customer issues with empathy and compassion
- Take a flexible approach to work and working hours with the ability to support other teams as required
Desirable
- Wider Pensions Administration or NHS Pensions working practices
- Awareness of Data Protection and Freedom of Information Issues
- Understanding of Databases
Experience
Essential
- Experience of seeing tasks through to successful completion.
- Experience of working in a customer service focussed environment
- Experience of dealing with internal and external customers
- Able to follow clear instructions to carry out manual tasks and calculations
- Experience of handling varying customer enquiries
- Microsoft Word and Excel and Outlook
Desirable
- Experience in Pensions Administration or Pensions Contact Centre
- Customer helpdesk experience
- Experience of drafting correspondence
Person Specification
Qualifications
Essential
- GCSE Grade C (or equivalent) passes in a minimum of 2 subjects including English and Mathematics or relevant work experience
Desirable
- NVQ Level 2 in Customer Service or Business Administration (or equivalent)
Knowledge and Skills
Essential
- Ability to understand multiple documented procedures and systems
- Able to communicate sensitive or contentious information either written or verbally.
- Able to deliver excellent customer service whilst meeting deadlines and targets.
- Able to prioritise own workload and work with minimum supervision
- Numeracy and analytical skills
- Good organisational skills
- Ability to identify implications of actions
- Attention to detail
- Desire to take ownership on cases from start to finish
- Ability to deal with difficult customer issues with empathy and compassion
- Take a flexible approach to work and working hours with the ability to support other teams as required
Desirable
- Wider Pensions Administration or NHS Pensions working practices
- Awareness of Data Protection and Freedom of Information Issues
- Understanding of Databases
Experience
Essential
- Experience of seeing tasks through to successful completion.
- Experience of working in a customer service focussed environment
- Experience of dealing with internal and external customers
- Able to follow clear instructions to carry out manual tasks and calculations
- Experience of handling varying customer enquiries
- Microsoft Word and Excel and Outlook
Desirable
- Experience in Pensions Administration or Pensions Contact Centre
- Customer helpdesk experience
- Experience of drafting correspondence
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
