Overview
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.
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 are 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.
Responsibilities
* 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.
* Providing excellent customer support through accurate processing of a range of customer queries, with emphasis on accuracy and satisfaction.
* Liaising with internal and external customers with empathy, patience and resilience to deliver exceptional service and resolve via written and telephone contact.
* Supporting a variety of work streams in line with performance, quality levels, policies and procedures.
* Interpreting policies and procedures across a variety of work areas and using internal Knowledge Base for consistent responses; escalating when required.
* Analysing and interpreting complex information across services and workstreams; processing information from relevant documentation and information systems.
* Updating, amending and annotating actions on computer systems to ensure data accuracy and correct outcomes for customers.
* Processing financial applications and reports; calculating and arranging payments through financially regulated products and investigating cases, comparing manual and system calculations, and making judgments.
* Using autonomy and discretion when deciding customers' entitlement within agreed frameworks and reporting to professional organisations as needed.
* Identifying duplicate and potentially fraudulent applications and taking steps to keep fraud to a minimum.
* Identifying contact from vulnerable customers and following appropriate procedures.
* Supporting colleagues and acting as a mentor when required.
* Performing routine quality checks on samples of work and recording errors.
* Adhering to data security and GDPR guidelines.
* Sorting incoming and outgoing mail, allocating post to correct work streams, and registering work that enters the department into relevant systems.
* Performing routine checks on original documentation and evidence for authenticity and processing returns to customers.
* Working in an organized manner and complying with office systems to ensure paperwork is labelled, dated, filed, and easily retrievable.
* Participating in meetings, focus groups or workshops to promote innovation and change; contributing to continuous improvement of services, policies and procedures.
* Using initiative to perform duties responsibly and adhering to health and safety, equality and diversity policies.
Our Organisation
The NHSBSA is passionate about creating a diverse and inclusive organisation. We welcome applications from 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 members of the Armed Forces Community. We are Disability Confident Leader, Stonewall Top 100 employer, and have 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 under the Disability Confident scheme and for Armed Forces Community members where all 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
Benefits
What do we offer?
* 27 days of leave (increasing with length of service) plus 8 bank holidays
* Flexible working options (including 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
Privacy and Application Information
We design our services around customer needs and place people at the heart of our organisation. When you join us, you'll be empowered and supported to help your career grow. We're proud to be part of something meaningful, touching millions of lives. We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion are central to this, and you can join our Lived Experience Networks to bring your authentic self to work. We're committed to being a flexible employer with hybrid working and flexible hours where possible.
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.
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