Job summary
Do you enjoy helping people and making a real difference? Are you looking for a role where you can grow your skills, be supported, and feel part of something meaningful?
Join us as a Pensions Customer Administrator and play a key part in supporting NHS colleagues across the country. You'll provide clear, friendly, and accurate support to customers who rely on the NHS Pension Scheme. If you enjoy working with numbers problem-solving and being part of a team that cares about doing things well, this could be the perfect fit for you.
These are hybrid roles, with a base location of Bickerstaffe House, Blackpool.
What do we offer?
- 27 days leave (increasing with length of service) plus 8 bank holidays
- Hybrid working model
- Career development
- Active wellbeing and inclusion networks
- Excellent pension(23.7% employer contribution)
- Access to a wide range of benefits and high street discounts!
For this vacancy, we strongly recommend that applicants consult an immigration specialist or qualified advisor to assess their eligibility for Visa Sponsorship before deciding to apply. Please note that while we consider sponsorship requests in accordance with current NHSBSA guidance and Home Office policy, initial and ongoing sponsorship cannot be guaranteed.
Main duties of the job
In this role, you'll provide excellent customer service to people who contact us about their NHS Pension. You'll perform manual calculations and use government regulations to offer clear guidance and help customers understand sometimes complex information.
Following our supportive 2-month training package, you'll apply your knowledge of our procedures to process casework and make accurate decisions. You'll handle detailed information and respond sensitively when customers are dealing with important or life-changing events.
Working as part of a flexible, encouraging team, you'll:
- Handle a wide range of customer enquiries
- Perform numerical calculations in line with regulations
- Use judgement to resolve queries or escalate when appropriate
- Analyse information and make processing decisions
- Keep customer records accurate and up to date
- Work across multiple systems and processes
- Support colleagues through teamworking and sharing knowledge
- Manage your workload to meet agreed standards and timescales
- Help us continuously improve the way we work
For a more detailed breakdown of the role and responsibilities please take a look at the job description attached to the advert.
Please note that once a sufficient number of applications have been received, the role may close prior to the current closing date. Please submit your application as soon as possible to avoid disappointment.
Interviews are currently scheduled for the 1st week of May.
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.
Job description
Job responsibilities
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.
- 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.
Job description
Job responsibilities
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.
- 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.
Person Specification
Your Fit for the Role (200 words)
Essential
- Ability to handle complex contact queries effectively and to deal with dissatisfied or difficult customers.
- Experience of working in a customer service focussed environment
- Three GCSE passes, including Maths and English or equivalent qualification or work-based experience
Personal Qualities, Knowledge and Skills (200 words)
Essential
- Excellent communication skills both written and verbal
- Proven time and self-management skills
- Adaptable, with proven ability to respond to and switch between a wide variety of queries effectively
- Flexible approach to work and able to manage a diverse workload
Desirable
- Ability to work quickly and accurately with an eye for detail
Experience (200 words)
Essential
- Experience of working in a quality-controlled environment following detailed policies and procedures
- Experience of dealing with internal and external customers on the telephone and in written communication
- Experience of understanding and following detailed complex technical instructions
- Experience of handling varying customer enquiries
Desirable
- Experience of working on a diverse range of systems
- Computer Literacy Skills
- Experience of other forms of communication such as email, social media
Personal Qualities, Knowledge and Skills
Essential
- 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 queries and systems effectively
- Ability to remain calm when dealing with emotional, difficult or dissatisfied customers.
Desirable
- Good grammar and spelling
Person Specification
Your Fit for the Role (200 words)
Essential
- Ability to handle complex contact queries effectively and to deal with dissatisfied or difficult customers.
- Experience of working in a customer service focussed environment
- Three GCSE passes, including Maths and English or equivalent qualification or work-based experience
Personal Qualities, Knowledge and Skills (200 words)
Essential
- Excellent communication skills both written and verbal
- Proven time and self-management skills
- Adaptable, with proven ability to respond to and switch between a wide variety of queries effectively
- Flexible approach to work and able to manage a diverse workload
Desirable
- Ability to work quickly and accurately with an eye for detail
Experience (200 words)
Essential
- Experience of working in a quality-controlled environment following detailed policies and procedures
- Experience of dealing with internal and external customers on the telephone and in written communication
- Experience of understanding and following detailed complex technical instructions
- Experience of handling varying customer enquiries
Desirable
- Experience of working on a diverse range of systems
- Computer Literacy Skills
- Experience of other forms of communication such as email, social media
Personal Qualities, Knowledge and Skills
Essential
- 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 queries and systems effectively
- Ability to remain calm when dealing with emotional, difficult or dissatisfied customers.
Desirable
- Good grammar and spelling
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).
