NHS Business Services Authority

Pensions Customer Administrator

The closing date is 11 June 2025

Job summary

As a team we are passionate about our people, we aim to create an environment that supports our colleagues to thrive, develop and progress. We are looking for several NHS Pensions Customer Administrators to join our team and carry out vital work that will support the NHS Pensions Service, could this be you?

Our customers are at the heart of everything we do, and this role plays an important part of the excellent customer service we provide to both internal and external customers. The NHS Pensions Customer Operations area handles customer needs across multiple workstreams within the service. You will receive comprehensive training to set you up to succeed in the role and you will work as part of a team connected to others.

This is the perfect opportunity for someone looking to start or take the next step in their career, in a supportive, friendly environment with a team who will be focused on helping get the very best from you.

What do we offer?

o Hybrid working offering flexibility to work predominantly from home with the opportunity to be office based should you prefer, or if business needs require ito 27 days leave (increasing with length of service) plus 8 bank holidayso Opportunities for developmento Active wellbeing and inclusion networkso Excellent pensiono Various salary sacrifice schemeso Employee Assistance programme offering free 24/7 support for you and your loved oneso Access to a wide range of benefits and high street and online discounts

Main duties of the job

Processing standard and non-standard casework using appropriate information from relevant technical guides, process guides and/or systems.
Completing a variety of administrative tasks as well as communicating with customers over the telephone / via email.
Working to agreed performance and accuracy targets and standards, complying with all regulatory requirements such as Data Protection, Customer Security and understanding and supporting vulnerable customers.
Following agreed processes and standard operating practice to ensure consistent service is provided to customers.
Updating and maintaining customer details on a variety of systems, ensuring information is accurately recorded and a clear audit trail is maintained.

For a full list of role accountabilities, please refer to the attached job description.

We have vacancies available in both Newcastle and Fleetwood, with hybrid and flexible working options considered in line with the needs of the service.

We wanted to let you know that our team members currently working at our Hesketh House office in Fleetwood will soon be settling into a brand new office space in Blackpool.

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're proud to be part of something meaningful, that touches millions of lives.We design our services around customer needs and place people at the heart of our organisation. That's why when you join us, you'll be empowered and supported to help your career grow.As one of the UK's Best Big Companies to work for, we're 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 colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.We're committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.We are people connected to care.

Date posted

02 June 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,625 to £25,674 a year

Contract

Permanent

Working pattern

Full-time

Reference number

914-BSA7225228

Job locations

Bridge House

Pilgrim Street

Newcastle Upon Tyne

NE1 6SN

Job description

Job responsibilities

In this role, you are accountable for:

1. Answering a diverse range of internal and external customer enquiries, which could be sensitive in nature using a variety of media methods promptly within agreed performance, quality and other service level agreements, carrying out routine analysis and investigation of information and take initiative to determine appropriate course of action.

2. Using knowledge and experience to resolve a range of customer queries which may require use of own judgement, escalating where it is required.

3. Providing help and guidance to customers, tailoring conversations to the customers needs across a variety of different products and services. Ensuring that the customer is at the heart of everything that you do.

4. Allocating and/or processing standard and non-standard casework using appropriate information from relevant technical guides, process guides and/or systems. This will require an appropriate level of technical knowledge to resolve.

5. Analysing and interpreting a range of complex information across a variety of different workstreams across the NHS Pension Service.

6. Maintaining knowledge over several different areas within pensions, having the flexibility to quickly move to different areas of expertise to satisfy business need and meet customer demands.

7. Comprehending and interpreting policies and procedures across a range of work areas. Make appropriate decisions in line with current NHSBSA/DHSC policies and appropriate processing rules.

8. Following agreed processes and standard operating practice to ensure consistent service is provided to customers.

9. Updating and maintaining customer details on a variety of systems, ensuring information is accurately recorded and a clear audit trail is maintained.

10. Providing, receiving, and dealing with sensitive and confidential information, sometimes requiring tactful reassurance to customers with regards to life changing events relating to individuals NHS Pension benefits.

11. Working on a range of computer and telephony system applications, accurately inputting, maintaining, updating and amending customer information according to set procedures to ensure that the customers enquiries are handled appropriately and resolved fully.

12. Managing difficult situations to satisfy a customer who is frustrated, you will be required to listen effectively and show empathy while seeking a positive resolution.

13. Resolving customer enquiries, using relevant system applications, ensuring accurate data input, updating information, including where there are changes to pay etc, according to set procedures to ensure that the enquiries are handled appropriately and actioned fully.

14. Ability to comprehend and interpret policies and procedures across a variety of work areas. Using our internal online Knowledge Base to provide consistency of response.

15. Applying a range of communication skills, some of which may be complex, by either phone contact, correspondence and email support required with stakeholders, internal and external customers, and clients. Face to face and virtual meetings may be also required to facilitate the transfer of information.

16. Working to agreed performance and accuracy targets and standards, complying with all regulatory requirements such as Data Protection, Customer Security and understanding and supporting vulnerable customers.

17. Demonstrating an appreciation for Quality Assurance by seeking to resolve the contact and/or process casework right first time, understanding reasons for errors, complying with all Quality Systems, identifying and recommending opportunities to improve working practices.

18. Managing own allocated workload to ensure tasks are completed within agreed timescale?

19. Encouraging a culture of continuous improvements by ensuring that procedures are constantly reviewed, developed and maintained and adhered to and ensure that suggestions for improvement are submitted in accordance with best practice, policies and procedures.

20. Contributing to service improvement through internal networking, sharing suggestions and building effective working relationships with colleagues and customers.

21. Identifying and communicating any non-routine technical or system issues to appropriate colleagues, escalating where necessary.

22. Where required, sharing knowledge with others through a variety of methods, training, coaching and mentoring new or established staff in accordance with the duties of the role.

23. Where required, providing a quality checking service to the team covering all processes and areas of work. Ensuring agreed process and standard operating procedures have been followed. Maintain a record of issues and successes, providing feedback to managers and colleagues.

24. Participating in, and contributing to, the GROW process. Taking ownership and responsibility for your personal development

25. Responsible for the safe security of documents, information and equipment under their control and undertakes all duties in line with GDPR regulations.