Job summary
Are you passionate about providing exceptional customer service and resolving complex issues? Do you have extensive experience in administration and a drive to deliver high-quality results? If so, we have an exciting opportunity for you to join our team as a Pensions Administrator!
We are looking for several administrators to work at one of the largest Pension Schemes in the country. This role is the perfect stepping-stone into a rewarding career where you can make a difference to the lives of NHS employees, patients, and the public. We provide a great place to work and have been recognised in this year's "Best Companies Awards" and "Inspiring Workplaces Awards". We care about our people and will work together to help you succeed.
What do we offer?
- Hybrid working - offering flexibility to work predominantly from home with the opportunity to be office based should you prefer;
- The ability to work flexibly between the hours of 7am - 7pm;
- Equipment provided for your home to support hybrid working
- Supportive learning programme provided for all new starters with mentor support
- Career pathway programme open to all, opening doors to more senior roles or to other teams in the NHSBSA
- 27 days leave (increasing with length of service) plus 8 bank holidays
- Active wellbeing and inclusion networks
- Excellent pension
- NHS Car lease scheme
- Employee Assistance programme, offering support for you and your loved ones
- Access to a wide range of benefits and high street discounts
Main duties of the job
- Perform a range of administration duties to support a positive customer experience
- Managing customer email and telephone enquiries, liaising with NHS Employers to seek further employment information for the member
- Process casework in line with agreed procedures and process guides
- Working on computer systems, accurately inputting, updating and amending information giving attention to detail
- Once trained, we would be looking for you to manage a diverse portfolio of casework, involving benefit calculations across a number of service areas
- Effective team player, who constantly displays commitment and flexibility
- Effective problem solver with excellent organisational skills
You may have experience in administration already or may be confident in office duties and are looking to start a new career. We would love you to apply if:
- You would be confident in performing administration tasks
- You have a natural talent for data input tasks and numbers
- You can show initiative when something is non-standard
- You have a high attention to detail and excellent communications skills
In your application, please answer these questions in the "supporting evidence" section:
1. When have you demonstrated good communication skills?
2. When have you shown good time management and the ability to multi-task?
3. When have you shown agood level of accuracy while working on a task?
4. When have you demonstrated empathy and calmness when dealing with a difficult situation?
About us
Working for our Organisation
At the NHS Business Services Authority (NHSBSA) we deliver a range of essential national services to NHS organisations and contractors, patients and the public. You may already be using some of our services. Do you have a prescription pre-payment certificate? Perhaps you found this vacancy through NHS Jobs? We're behind these, and much more.
Being one of the UK's Best Big Companies to work for, our values are to be Collaborative, Adventurous, Reliable and Energetic. We CARE about what we do and support each other in achieving our objectives. Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. We're passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that.
We welcome applications from people of all backgrounds. With wellbeing and inclusion central to our ethos, our BAME, Disability and Neurodiversity, LGBTQ+, Armed Forces and Women's networks help our colleagues to be their authentic selves at work.
At the NHSBSA we value and respect the diversity of our colleagues and are committed to being a flexible employer. We are proud to offer flexible working opportunities. Whether you're interested in hybrid working, working from home, flexible hours or job sharing, apply today and we can discuss available options with you at the interview stage.
We are the NHS delivering for the NHS.
Job description
Job responsibilities
In this role, you are accountable for:
- Provide a high level of technical expertise in processing and resolving complex non-standard cases within your team.
- Deliver exceptional customer service by effectively communicating with customers and stakeholders, addressing their queries and complaints.
- Support less experienced staff members within your area of expertise and knowledge.
- Administer an allocated work stream to meet all statutory and internal targets.
- Process non-standard cases and correspondence requiring high-level technical knowledge.
- Work autonomously with minimal supervision, managing your own workload and making decisions within your area of expertise.
- Communicate effectively with both internal and external customers via telephone, email, and correspondence, resolving technical queries.
- Contribute to service improvement by building effective relationships with colleagues and customers.
- Stay updated on the NHS pension scheme and associated regulations.
- Conduct research and analyse complex information to resolve queries and recalculate payments.
- Carry out quality checks to ensure accuracy and identify areas for improvement.
- Provide management information as requested in a timely and accurate manner.
- Contribute to projects for service delivery improvements.
- Support the resolution of escalated cases by providing technical advice.
- Identify personal training needs and establish personal objectives
Job description
Job responsibilities
In this role, you are accountable for:
- Provide a high level of technical expertise in processing and resolving complex non-standard cases within your team.
- Deliver exceptional customer service by effectively communicating with customers and stakeholders, addressing their queries and complaints.
- Support less experienced staff members within your area of expertise and knowledge.
- Administer an allocated work stream to meet all statutory and internal targets.
- Process non-standard cases and correspondence requiring high-level technical knowledge.
- Work autonomously with minimal supervision, managing your own workload and making decisions within your area of expertise.
- Communicate effectively with both internal and external customers via telephone, email, and correspondence, resolving technical queries.
- Contribute to service improvement by building effective relationships with colleagues and customers.
- Stay updated on the NHS pension scheme and associated regulations.
- Conduct research and analyse complex information to resolve queries and recalculate payments.
- Carry out quality checks to ensure accuracy and identify areas for improvement.
- Provide management information as requested in a timely and accurate manner.
- Contribute to projects for service delivery improvements.
- Support the resolution of escalated cases by providing technical advice.
- Identify personal training needs and establish personal objectives
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- oAdministration duties
- oAbility to interpret multiple documented complex/non-standard procedures and systems
- oAble to communicate sensitive or contentious information
- oAble to deliver excellent customer service whilst meeting deadlines and targets
- oAble to prioritise own workload and work with minimum supervision
- oNumeracy and analytical skills
- oGood organisational skills
- oAbility to identify implications of actions
- oAttention to detail
Desirable
- oWider Pensions Admin or NHS Pensions working practices
- oUnderstanding of Databases
- oAwareness of Data Protection and Freedom of Information Issues
Experience
Essential
- oSignificant experience in a busy office
- oExperience of working in a customer service focussed environment
- oExperience of dealing with internal and external customers on complex and contentious cases
- oAble to follow clear instructions to carry out complex and varied tasks and calculations
- oExperience of handling varying customer enquiries
- oMicrosoft Word and Excel
Desirable
- oSignificant experience in Pensions Administration or Pensions Contact Centre
- oCustomer helpdesk experience
- oExperience of drafting correspondence
Qualifications
Essential
- oGCSE Grade C passes in a minimum of 2 subjects including English (or equivalent) or equivalent work experience
Desirable
- oNVQ Level 2 in Customer Service or Business Administration (or equivalent)
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- oAdministration duties
- oAbility to interpret multiple documented complex/non-standard procedures and systems
- oAble to communicate sensitive or contentious information
- oAble to deliver excellent customer service whilst meeting deadlines and targets
- oAble to prioritise own workload and work with minimum supervision
- oNumeracy and analytical skills
- oGood organisational skills
- oAbility to identify implications of actions
- oAttention to detail
Desirable
- oWider Pensions Admin or NHS Pensions working practices
- oUnderstanding of Databases
- oAwareness of Data Protection and Freedom of Information Issues
Experience
Essential
- oSignificant experience in a busy office
- oExperience of working in a customer service focussed environment
- oExperience of dealing with internal and external customers on complex and contentious cases
- oAble to follow clear instructions to carry out complex and varied tasks and calculations
- oExperience of handling varying customer enquiries
- oMicrosoft Word and Excel
Desirable
- oSignificant experience in Pensions Administration or Pensions Contact Centre
- oCustomer helpdesk experience
- oExperience of drafting correspondence
Qualifications
Essential
- oGCSE Grade C passes in a minimum of 2 subjects including English (or equivalent) or equivalent work experience
Desirable
- oNVQ Level 2 in Customer Service or Business Administration (or equivalent)
Additional information
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).
