Overview
Join to apply for the Pensions Customer Administrator role at Mapyx Limited.
Are you passionate about delivering excellent customer service and making a real difference to people's lives? Do you thrive in a fast-paced environment where every conversation counts? We’re looking for a friendly and motivated Pensions Customer Administrator to join our team at NHSBSA. You’ll be at the heart of our customer experience, handling enquiries via phone, email and other channels, and ensuring every interaction is helpful, clear and supportive.
This role is telephony-based working in our Pensions Customer Hub. It is a fantastic opportunity to be part of a service that supports NHS colleagues across the country, helping them understand and manage their pension benefits. You’ll be supported to develop your skills and knowledge and you’ll be part of a team that delivers a service touching millions of lives.
We offer a flexible, hybrid working model with opportunities for career development and a strong focus on wellbeing and inclusion.
What do we offer?
* 27 days leave (increasing with length of service) plus 8 bank holidays
* Flexible working (discussion about options such as compressed hours)
* Flexi time
* Hybrid working model (largely remote)
* Career development
* Active wellbeing and inclusion networks
* Excellent pension
* NHS Car lease scheme
* Access to a wide range of benefits and high street discounts
As a Pensions Customer Administrator, you’ll
* Handle a wide range of customer enquiries across different channels, including sensitive and complex queries
* Provide tailored support and guidance to customers, ensuring every interaction is clear, empathetic and helpful
* Process casework accurately using technical guides and systems, applying knowledge of policies and procedures
* Work flexibly across different areas of the NHS Pension Service, adapting to changing demands and priorities
* Maintain accurate records and audit trails, ensuring data protection and customer security at all times
* Use your communication skills to manage difficult conversations and resolve issues effectively
* Collaborate with colleagues and contribute to service improvements through feedback and ideas
* Support new team members through coaching and mentoring where required
In This Role, You Are Accountable For
* Answering a diverse range of internal and external customer enquiries, which could be sensitive in nature, using a variety of media promptly within agreed performance and quality standards
* Using knowledge and experience to resolve a range of customer queries; escalate where required
* Providing help and guidance to customers, tailoring conversations to their needs across products and services
* Allocating and/or processing standard and non-standard casework using relevant guides and systems
* Analysing and interpreting information across workstreams within the NHS Pension Service
* Maintaining knowledge across multiple pension areas and adapting to changing business needs
* Interpreting policies and procedures, making decisions in line with NHSBSA/DHSC policies
* Following agreed processes to ensure consistent service
* Updating and maintaining customer details on systems with an audit trail
* Handling sensitive information with tact and confidentiality
* Working with computer and telephony systems to input and maintain data accurately
* Managing difficult situations to achieve positive resolutions
* Contributing to service improvements via knowledge sharing and collaboration
* Providing coaching and guidance to colleagues where required
* Complying with data protection and customer security requirements
* Supporting quality assurance and continuous improvement initiatives
* Managing own workload to meet timescales
* Maintaining records of issues and successes and feeding back to managers
* Participating in personal development and growth activities
* Safely handling documents, information and equipment in line with GDPR
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Finance and Sales
Industries
* Administrative and Support Services
We are an equal opportunity employer and welcome applications from all suitably qualified people regardless of race, sex, disability, religion/belief, sexual orientation, or age. We are committed to wellbeing, diversity and inclusion.
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.
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