Job summary
Are you looking for a role where you can make a real difference to people every day? Do you enjoy helping others, solving problems, and working in a supportive team?
We're looking for an Administrative Officer to join our Citizen Services team in Newcastle. This is a great opportunity to develop your skills, build confidence, and play a key role in supporting services that millions of people rely on.
In this role, you'll be part of a friendly community where your ideas matter, your wellbeing is valued, and your growth is encouraged. If you enjoy variety, care about great service, and want to join an organisation that puts people first, we'd love to hear from you.
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!
Main duties of the job
As an Administrative Officer, you'll support customers by processing a wide range of enquiries and applications. You'll work across different systems and channels, using your accuracy, empathy, and problem solving skills to help customers receive the right outcomes.
Your day-to-day work will include:
- Processing customer queries and applications with accuracy and care.
- Communicating with customers and colleagues by phone, email, and letter.
- Reviewing, analysing and interpreting information to support decisions.
- Updating systems to ensure records are accurate and up to date.
- Identifying potential fraud, errors or duplicate applications.
- Supporting financial processing, calculations, and reporting.
- Handling sensitive cases, including those involving vulnerable customers.
- Carrying out routine checks, quality sampling, and maintaining data security.
- Supporting colleagues, sharing knowledge, and contributing to improvement
For a more detailed breakdown of the role and responsibilities please take a look at the job description attached to the advert. We welcome conversations about this opportunity, so please don't hesitate to reach out if you want to find out more.
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
In this role, you are accountable for:
- Provide excellent customer support through the accurate processing of a range of customer queries, with an emphasis on accuracy, and customer satisfaction.
- Liaising with customers, both internal and external and shows genuine empathy, patience and resilience when communicating with our customers to deliver exceptional customer service and come to an agreed resolution via written and telephone contact.
- Support a variety of work streams, in line with agreed performance and quality levels, and policies and procedures.
- 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. And escalates to a Service Delivery Manager or approved point of contact when required.
- Analysing and interpreting a range of complex information across a variety of different services and workstreams. Process appropriate information from relevant documentation and / or information systems.
- To update amend and annotate relevant actions on computer systems to ensure that the data we hold is accurate and customers receive correct outcomes.
- Processing financial applications and reports. Calculating and arranging payments through Financially Regulated products and investigating cases, comparing manual and system calculations and making judgements.
- Using some autonomy and discretion when deciding customers entitlement within agreed frameworks and reports to other professional organisations on their financial obligations to pay customers.
- Identifying duplicate and potentially fraudulent applications and takes appropriate steps to ensure that Fraud is kept to a minimum.
- Identifying contact from vulnerable customers and follow appropriate procedures.
- Supporting colleagues and act as a mentor when required.
- Performing routine quality checks on samples of work and recording errors.
- Responsible for adhering to data security and GDPR Guidelines
- Sorting incoming and outgoing mail where required, allocating post to the correct work streams, and register work that enters the department into relevant systems.
- Performing routine checks on original documentation and evidence for authenticity and following relevant processes to return evidence to customers.
- Working in an organised manner and complies with office systems already in place to ensure that paperwork is labelled, dated and filed together and can be easily identified and quickly retrieved when necessary.
- Fully participate in meetings, focus groups or workshops to promote innovation and change. Contribute to the on-going review and development of the department and continuous improvement of our services, policies and procedures.
- Uses own initiative to perform own duties in a responsible manner.
- Adheres to Health and Safety procedures and has knowledge of Equality and Diversity policies.
Job description
Job responsibilities
In this role, you are accountable for:
- Provide excellent customer support through the accurate processing of a range of customer queries, with an emphasis on accuracy, and customer satisfaction.
- Liaising with customers, both internal and external and shows genuine empathy, patience and resilience when communicating with our customers to deliver exceptional customer service and come to an agreed resolution via written and telephone contact.
- Support a variety of work streams, in line with agreed performance and quality levels, and policies and procedures.
- 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. And escalates to a Service Delivery Manager or approved point of contact when required.
- Analysing and interpreting a range of complex information across a variety of different services and workstreams. Process appropriate information from relevant documentation and / or information systems.
- To update amend and annotate relevant actions on computer systems to ensure that the data we hold is accurate and customers receive correct outcomes.
- Processing financial applications and reports. Calculating and arranging payments through Financially Regulated products and investigating cases, comparing manual and system calculations and making judgements.
- Using some autonomy and discretion when deciding customers entitlement within agreed frameworks and reports to other professional organisations on their financial obligations to pay customers.
- Identifying duplicate and potentially fraudulent applications and takes appropriate steps to ensure that Fraud is kept to a minimum.
- Identifying contact from vulnerable customers and follow appropriate procedures.
- Supporting colleagues and act as a mentor when required.
- Performing routine quality checks on samples of work and recording errors.
- Responsible for adhering to data security and GDPR Guidelines
- Sorting incoming and outgoing mail where required, allocating post to the correct work streams, and register work that enters the department into relevant systems.
- Performing routine checks on original documentation and evidence for authenticity and following relevant processes to return evidence to customers.
- Working in an organised manner and complies with office systems already in place to ensure that paperwork is labelled, dated and filed together and can be easily identified and quickly retrieved when necessary.
- Fully participate in meetings, focus groups or workshops to promote innovation and change. Contribute to the on-going review and development of the department and continuous improvement of our services, policies and procedures.
- Uses own initiative to perform own duties in a responsible manner.
- Adheres to Health and Safety procedures and has knowledge of Equality and Diversity policies.
Person Specification
Qualifications
Essential
- GCSE Maths and English grade C or above or equivalent qualification or work based experience.
Personal Qualities, Knowledge and Skills
Essential
- Ability to organise and prioritise workload.
- Work quickly and accurately with an eye for details while following procedures
- Able to deliver excellent customer service whilst meeting deadlines and targets.
- Adaptable, with proven ability to respond to and switch between a wide variety of work effectively and with limited notice.
- Can concentrate for long periods of time working on routine tasks and is self-motivated
- Flexible with a positive attitude
- Ability to work effectively within a team
- Be reliable and committed
- Good standard of PC and keyboard skills
- Ability to use IT programmes confidently
- Resilient.
Desirable
- Excellent telephone skills, confident in dealing with customers
- Neat handwriting, good grammar and spelling.
- Calm and confident manner.
- Ability to work using own initiative
Experience
Essential
- Experience of understanding and following policies and procedures
Desirable
- Experience of working in a clerical, customer focused environment and/or data input.
- Written communication with customers
- Experience of working in a quality-controlled environment followed detailed policies and procedures to meet targets in a pressured environment.
Person Specification
Qualifications
Essential
- GCSE Maths and English grade C or above or equivalent qualification or work based experience.
Personal Qualities, Knowledge and Skills
Essential
- Ability to organise and prioritise workload.
- Work quickly and accurately with an eye for details while following procedures
- Able to deliver excellent customer service whilst meeting deadlines and targets.
- Adaptable, with proven ability to respond to and switch between a wide variety of work effectively and with limited notice.
- Can concentrate for long periods of time working on routine tasks and is self-motivated
- Flexible with a positive attitude
- Ability to work effectively within a team
- Be reliable and committed
- Good standard of PC and keyboard skills
- Ability to use IT programmes confidently
- Resilient.
Desirable
- Excellent telephone skills, confident in dealing with customers
- Neat handwriting, good grammar and spelling.
- Calm and confident manner.
- Ability to work using own initiative
Experience
Essential
- Experience of understanding and following policies and procedures
Desirable
- Experience of working in a clerical, customer focused environment and/or data input.
- Written communication with customers
- Experience of working in a quality-controlled environment followed detailed policies and procedures to meet targets in a pressured environment.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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).
