Job summary
If you have good communication skills, a keen eye for detail, and are interested in a role that can make a difference, the NHS Business Services Authority (NHSBSA) have the opportunity for you! We are looking for Assessment Officers to join our team in Fleetwood. It is the perfect opportunity to see how rewarding a career within the NHS can be!
If you have excellent customer service skills and an eye for detailed work, you have what this role needs! You will join the Student Support team, working to examine and assess applications received as accurately as possible. You will be responsible for applications received by post and digitally and should always be on the lookout for ways to improve our processes. A high attention to detail is key, and you will be part of a supportive community of team members.
The role is based in Fleetwood
What do we offer?
- 27 days leave (increasing with length of service) plus 8 bank holidays
- Flexible working (we are happy to discuss options such as compressed hours)
- Flexi time
- Career development
- Active wellbeing and inclusion networks
- Excellent pension
- NHS Car lease scheme
- Access to a wide range of benefits and high street discounts!
- This role is hybrid working - mainly homeworking but will be office based when required. Office based training.
Main duties of the job
- Ability to understand information, working quickly and accurately with an eye for detail.
- Ability to deliver excellent customer service whilst meeting deadlines and targets.
- Ability to handle concurrent tasks/systems and cope with distractions.
- Adaptable, with proven ability to respond to and switch between a wide variety of tasks effectively and with limited notice.
- Flexible with a proven willingness to take on extra duties.
- Neat handwriting, good grammar, and spelling.
- Ability to handle telephone queries effectively.
- Excellent communication skills both written and verbal.
- Proven time and self-management skills.
- Ability to make quick decisions with sometimes limited information.
- Can concentrate for long periods of time.
- Basic PC skills.
- Experience of understanding and following detailed instructions.
- Experience of working to targets in a pressurised environment.
- Experience of working in a customer service focused environment or a clerical environment.
- Experience of drafting written communications to customers.
- Experience of dealing with customers on the telephone
- Ability to deal with dissatisfied or difficult customers.
- Evidence of ability to work using own initiative
- Knowledge of Microsoft packages.
- An understanding of the NHS Bursary scheme
About us
Here at the NHS Business Services Authority (NHSBSA), what we do matters.
We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we take pride in being part of something so meaningful, that touches millions of lives.
Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That's why when you join us, you'll be empowered and given the right support to help your career grow.
As one of the UK's Best Big Companies to work for, we're all connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.
We strive to offer a fantastic colleague experience, where every voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work.
We welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more.
Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you.
We are people connected to care.
Job description
Job responsibilities
In this role you are accountable for:
- Assess means tested applications, analyse, and interpret information provided by the customer to determine the level of award due. This will involve using the telephone and writing to the customer, using IT systems and internet resources
- Calculate the customer entitlement following guidelines and procedures, this will involve both manual and system calculation
- Calculate/recalculate changes to a customer award and authorise payments/underpayments/overpayments through the appropriate system, some cases of debt may need raising with the finance team
- Assess the entitlement of in-year changes where a manual pro rata calculation maybe required
- Quality check all work streams across the service in line with monthly sampling guidance. This will also involve responding to queries raised by colleagues/managers and updating the quality database
- Telephone contact may be required with customers, stakeholders and third parties via telephone or email in a professional and courteous manner. Resolving queries promptly and efficiently, ensuring complete customer satisfaction
- Perform a series of prepayment checks prior to customer funds being issued, taking necessary action where anomalies have been identified
- Use own discretion to make decisions using procedures/technical instructions and use own initiative to answer queries and where appropriate, refer more complex casework/queries to the appropriate team
- Investigate and respond to customer first line appeal
- Telephone/email contact may be required with customers, stakeholders, and 3rd parties. A professional and courteous manner, resolving queries promptly and efficiently, ensuring complete customer satisfaction.
- Ensure customer records are updated accordingly and accurately on the relevant systems.
- Manage own workload and operate all services in line with service level agreements, internal agreements/policies, technical instructions/procedures and within agreed time scale.
- Adhere to the General Data Protection Regulation (GDPR) and work in accordance with quality standards. Ensure all personal copies of manuals are always up to date.
- Adhere to health and safety procedures and has knowledge of equality and diversity issues.
- Deal with queries from both internal and external customers.When required, may be requested to train, coach, and mentor new staff in the duties of the role.
-
When required, may be requested to train, coach, and mentor new staff in the duties of the role.
-
Assisting with the day to day flow of call referrals and ensuring a good customer service is given in a timely manner within the service level agreement.
- Supporting colleagues with referred casework if required.
- Use initiative to perform duties in a responsible manner.
- Undertake such other duties as may be required commensurate with pay and experience.
- Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of the NHSBSA.
In addition to the above accountabilities, as post holder you are expected to:
Undertake additional duties and responsibilities in line with the overall purpose of your role and as agreed by your line manager. Demonstrate NHSBSA values and core capabilities in all aspects of your work.
Foster an environment where your own and colleagues safety and well-being is promoted. Contribute to a culture which values diversity and inclusion. Comply with NHSBSA policies, procedures, and protocols as they apply to your role.
Always operate within the Authoritys standing orders and standing financial instructions.
Use appropriate equipment and carry out all duties in a manner in compliance with current health and safety legislation and regulations.
Ensure compliance with equality legislation and display active commitment to the need to ensure equality of opportunity and the benefits of diversity.
When in contact with colleagues, customers, contractors, and visitors, ensure they are treated with dignity and respect.
Responsible to: Team Manager
Job description
Job responsibilities
In this role you are accountable for:
- Assess means tested applications, analyse, and interpret information provided by the customer to determine the level of award due. This will involve using the telephone and writing to the customer, using IT systems and internet resources
- Calculate the customer entitlement following guidelines and procedures, this will involve both manual and system calculation
- Calculate/recalculate changes to a customer award and authorise payments/underpayments/overpayments through the appropriate system, some cases of debt may need raising with the finance team
- Assess the entitlement of in-year changes where a manual pro rata calculation maybe required
- Quality check all work streams across the service in line with monthly sampling guidance. This will also involve responding to queries raised by colleagues/managers and updating the quality database
- Telephone contact may be required with customers, stakeholders and third parties via telephone or email in a professional and courteous manner. Resolving queries promptly and efficiently, ensuring complete customer satisfaction
- Perform a series of prepayment checks prior to customer funds being issued, taking necessary action where anomalies have been identified
- Use own discretion to make decisions using procedures/technical instructions and use own initiative to answer queries and where appropriate, refer more complex casework/queries to the appropriate team
- Investigate and respond to customer first line appeal
- Telephone/email contact may be required with customers, stakeholders, and 3rd parties. A professional and courteous manner, resolving queries promptly and efficiently, ensuring complete customer satisfaction.
- Ensure customer records are updated accordingly and accurately on the relevant systems.
- Manage own workload and operate all services in line with service level agreements, internal agreements/policies, technical instructions/procedures and within agreed time scale.
- Adhere to the General Data Protection Regulation (GDPR) and work in accordance with quality standards. Ensure all personal copies of manuals are always up to date.
- Adhere to health and safety procedures and has knowledge of equality and diversity issues.
- Deal with queries from both internal and external customers.When required, may be requested to train, coach, and mentor new staff in the duties of the role.
-
When required, may be requested to train, coach, and mentor new staff in the duties of the role.
-
Assisting with the day to day flow of call referrals and ensuring a good customer service is given in a timely manner within the service level agreement.
- Supporting colleagues with referred casework if required.
- Use initiative to perform duties in a responsible manner.
- Undertake such other duties as may be required commensurate with pay and experience.
- Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of the NHSBSA.
In addition to the above accountabilities, as post holder you are expected to:
Undertake additional duties and responsibilities in line with the overall purpose of your role and as agreed by your line manager. Demonstrate NHSBSA values and core capabilities in all aspects of your work.
Foster an environment where your own and colleagues safety and well-being is promoted. Contribute to a culture which values diversity and inclusion. Comply with NHSBSA policies, procedures, and protocols as they apply to your role.
Always operate within the Authoritys standing orders and standing financial instructions.
Use appropriate equipment and carry out all duties in a manner in compliance with current health and safety legislation and regulations.
Ensure compliance with equality legislation and display active commitment to the need to ensure equality of opportunity and the benefits of diversity.
When in contact with colleagues, customers, contractors, and visitors, ensure they are treated with dignity and respect.
Responsible to: Team Manager
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- Ability to understand information, working quickly and accurately with an eye for detail.
- Ability to deliver excellent customer service whilst meeting deadlines and targets.
- Ability to handle concurrent tasks/systems and cope with distractions.
- Adaptable, with proven ability to respond to and switch between a wide variety of tasks effectively and with limited notice.
- Flexible with a proven willingness to take on extra duties.
- Neat handwriting, good grammar, and spelling.
- Ability to handle telephone queries effectively.
- Excellent communication skills both written and verbal.
- Proven time and self-management skills.
- Ability to make quick decisions with sometimes limited information.
- Can concentrate for long periods of time.
- Basic PC skills
Desirable
- Ability to deal with dissatisfied or difficult customers.
- Evidence of ability to work using own initiative.
- Ability to use Excel.
- Knowledge of Microsoft outlook and work packages.
- An understanding of the NHS Bursary scheme.
Experience
Essential
- Experience of understanding and following detailed instructions.
- Experience of working to targets in a pressurised environment.
- Experience of working in a customer service focused environment or a clerical environment.
- Experience of drafting written communications to customers
- Experience of dealing with customers on the telephone.
Desirable
- Previous application handling experience.
- Experience of data entry
Qualifications
Essential
- Three GCSE passes grade C or above, including Maths and English or equivalent qualification or work-based experience.
Desirable
- A broad range of GCSE qualifications.
- An NVQ Level II Administration
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- Ability to understand information, working quickly and accurately with an eye for detail.
- Ability to deliver excellent customer service whilst meeting deadlines and targets.
- Ability to handle concurrent tasks/systems and cope with distractions.
- Adaptable, with proven ability to respond to and switch between a wide variety of tasks effectively and with limited notice.
- Flexible with a proven willingness to take on extra duties.
- Neat handwriting, good grammar, and spelling.
- Ability to handle telephone queries effectively.
- Excellent communication skills both written and verbal.
- Proven time and self-management skills.
- Ability to make quick decisions with sometimes limited information.
- Can concentrate for long periods of time.
- Basic PC skills
Desirable
- Ability to deal with dissatisfied or difficult customers.
- Evidence of ability to work using own initiative.
- Ability to use Excel.
- Knowledge of Microsoft outlook and work packages.
- An understanding of the NHS Bursary scheme.
Experience
Essential
- Experience of understanding and following detailed instructions.
- Experience of working to targets in a pressurised environment.
- Experience of working in a customer service focused environment or a clerical environment.
- Experience of drafting written communications to customers
- Experience of dealing with customers on the telephone.
Desirable
- Previous application handling experience.
- Experience of data entry
Qualifications
Essential
- Three GCSE passes grade C or above, including Maths and English or equivalent qualification or work-based experience.
Desirable
- A broad range of GCSE qualifications.
- An NVQ Level II Administration
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).
