NHS AfC:
Band 3ContractPermanentHours Full time - 37.5 hours per week Job ref 914-BSA7225146 Site Hesketh HouseTown FleetwoodSalary £24,625 - £25,674 per annumSalary period YearlyClosing 10/06/2025 23:59
Job overview
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?
1. 27 days leave (increasing with length of service) plus 8 bank holidays
2. Flexible working
3. Flexi time
4. Hybrid working model
5. Career development
6. Active wellbeing and inclusion networks
7. Excellent pension (23.7% employer contribution)
8. Access to a wide range of benefits and high street discounts!
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.
Main duties of the job
9. Processing standard and non-standard casework using appropriate information from relevant technical guides, process guides and/or systems.
10. Completing a variety of administrative tasks as well as communicating with customers over the telephone / via email.
11. 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.
12. Following agreed processes and standard operating practice to ensure consistent service is provided to customers.
13. 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.
Working for our organisation
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.
Detailed job description and main 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.
Person specification
Personal Qualities, Knowledge and Skills
Essential criteria
14. Ability to deliver excellent customer service whilst meeting deadlines and targets.
15. Ability to handle complex contact queries effectively and to deal with dissatisfied or difficult customers.
16. Ability to handle concurrent tasks/systems and cope with distractions
17. Adaptable, with proven ability to respond to and switch between a wide variety of queries and systems effectively.
18. Flexible approach
19. Ability to remain calm when dealing with emotional, difficult, or dissatisfied customers
20. Adaptable, with proven ability to respond to and switch between a wide variety of queries effectively
21. Flexible approach to work and able to manage a diverse workload
22. Excellent communication skills both written and verbal
23. Proven time and self-management skills
Desirable criteria
24. Ability to work quickly and accurately with an eye of detail
25. Good grammar and spelling
Experience
Essential criteria
26. Experience of working in a customer service focussed environment
27. Experience of working in a quality-controlled environment following detailed policies and procedures.
28. Experience of dealing with internal and external customers on the telephone and in written communication
29. Experience of understanding and following detailed complex technical instructions
30. Experience of handling varying customer enquiries
Desirable criteria
31. Experience of other forms of communication such as email & social media
32. Experience of working on a diverse range of systems
33. Computer Literacy skills
Qualifications
Essential criteria
34. Three GCSE Passes, including Maths and English or equivalent qualification or work based experience
Desirable criteria
35. NVQ 3 or equivalent in customer service
The NHSBSA is passionate about creating a diverse and inclusive organisation, which is a great place to work and truly reflects the diversity of our customers. We welcome applications from talented people of diverse characteristics including age, disability, gender identity and expression, race or ethnicity, religion or belief, sexual orientation, or any marginalised group. We also welcome applications from all those in the Armed Forces Community.
At the NHSBSA we pride ourselves on being a Disability Confident Leader, Stonewall Top 100 employer and we’ve recently been awarded the Employers Network for Equality and Inclusion Gold Standard benchmark.
We offer an invitation to the first stage of the selection process for people with disabilities that wish to be considered under the Disability Confident scheme, and for members of the Armed Forces Community, where all of the essential criteria in the person specification are met.
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