NHS AfC:
Band 3Contract Permanent Hours Full time - 37.5 hours per week Job ref 914-BSA7821413 Site Bridge House Town Newcastle Upon Tyne Salary £25,760 - £27,476 per annum Salary period Yearly Closing 09/04/2026 23:59
Job overview
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?
1. 27 days leave (increasing with length of service) plus 8 bank holidays
2. Flexible working (we are happy to discuss options such as compressed hours)
3. Flexi time
4. Career development
5. Active wellbeing and inclusion networks
6. Excellent pension
7. NHS Car lease scheme
8. 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:
9. Processing customer queries and applications with accuracy and care.
10. Communicating with customers and colleagues by phone, email, and letter.
11. Reviewing, analysing and interpreting information to support decisions.
12. Updating systems to ensure records are accurate and up to date.
13. Identifying potential fraud, errors or duplicate applications.
14. Supporting financial processing, calculations, and reporting.
15. Handling sensitive cases, including those involving vulnerable customers.
16. Carrying out routine checks, quality sampling, and maintaining data security.
17. 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.
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:
18. Provide excellent customer support through the accurate processing of a range of customer queries, with an emphasis on accuracy, and customer satisfaction.
19. 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.
20. Support a variety of work streams, in line with agreed performance and quality levels, and policies and procedures.
21. 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.
22. 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.
23. To update amend and annotate relevant actions on computer systems to ensure that the data we hold is accurate and customers receive correct outcomes.
24. Processing financial applications and reports. Calculating and arranging payments through Financially Regulated products and investigating cases, comparing manual and system calculations and making judgements.
25. Using some autonomy and discretion when deciding customer’s entitlement within agreed frameworks and reports to other professional organisations on their financial obligations to pay customers.
26. Identifying duplicate and potentially fraudulent applications and takes appropriate steps to ensure that Fraud is kept to a minimum.
27. Identifying contact from vulnerable customers and follow appropriate procedures.
28. Supporting colleagues and act as a mentor when required.
29. Performing routine quality checks on samples of work and recording errors.
30. Responsible for adhering to data security and GDPR Guidelines
31. Sorting incoming and outgoing mail where required, allocating post to the correct work streams, and register work that enters the department into relevant systems.
32. Performing routine checks on original documentation and evidence for authenticity and following relevant processes to return evidence to customers.
33. 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.
34. 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.
35. Uses own initiative to perform own duties in a responsible manner.
36. Adheres to Health and Safety procedures and has knowledge of Equality and Diversity policies.
Person specification
Qualifications
Essential criteria
37. GCSE Maths and English grade C or above or equivalent qualification or work based experience.
Personal Qualities, Knowledge and Skills
Essential criteria
38. Ability to organise and prioritise workload.
39. Work quickly and accurately with an eye for details while following procedures
40. Able to deliver excellent customer service whilst meeting deadlines and targets.
41. Adaptable, with proven ability to respond to and switch between a wide variety of work effectively and with limited notice.
42. Can concentrate for long periods of time working on routine tasks and is self-motivated
43. Flexible with a positive attitude
44. Ability to work effectively within a team
45. Be reliable and committed
46. Good standard of PC and keyboard skills
47. Ability to use IT programmes confidently
48. Resilient.
Desirable criteria
49. Excellent telephone skills, confident in dealing with customers
50. Neat handwriting, good grammar and spelling.
51. Calm and confident manner.
52. Ability to work using own initiative
Experience
Essential criteria
53. Experience of understanding and following policies and procedures
Desirable criteria
54. Experience of working in a clerical, customer focused environment and/or data input.
55. Written communication with customers
56. Experience of working in a quality-controlled environment followed detailed policies and procedures to meet targets in a pressured environment.
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.
A copy of our Privacy Notice is available to view at the link below:
NHSBSA Privacy Notice
Employer certification / accreditation badges