Job summary
An exciting opportunity has arisen for a Scheme Access Team Administrator within the NHS Pensions Scheme Access Team.
The post holder will take personal responsibility for the completion of their own workload as well as working as an integral member of the Scheme Access team.
With GCSE Grade C passes in a minimum of 2 subjects including English (or equivalent work experience), you will have experience of working in a busy office. You will also have experience in working in a customer service focused environment.
What do we offer?
- Hybrid working - offering flexibility to work predominantly from home with the opportunity to be office based should you prefer, or if business needs require it.
- 27 days leave (increasing with length of service) plus 8 bank holidays.
- Opportunities for development
- Active wellbeing and inclusion networks
- Excellent pension
- Various salary sacrifice schemes
- Employee Assistance programme, offering free 24/7 support for you and your loved ones
- Access to a wide range of benefits and high street and online discounts
Main duties of the job
The post holder will process NHS Pensions Scheme Access applications, associated casework and related correspondence. This will involve dealing with current and retrospective enquiries from both internal and external customers and will require routine analysis, investigation, and reconciliation of information.
You will also be able to follow clear instructions to carry out varied tasks and have a working knowledge of Microsoft Word, Excel and Outlook.
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.
About us
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:
- To manage allocated work to ensure that all statutory and internal targets are met under normal circumstances.
- To process all standard Scheme Access work from initial actions through to completion.
- To process correspondence received through the dedicated email account.
- To deliver an agreed level of personal productivity and accuracy over the range of all Scheme Access work, taking personal responsibility for own quality output levels.
- To work with a minimal amount of supervision taking responsibility for completing all tasks.
- To communicate effectively with internal and external clients resolving standard queries by telephone, e-mail and all other available forms of communication. Clients will include Department of Health and Social Care, NHS Employers and other external bodies.
- To contribute to service improvements through building effective working relationships with colleagues and customers.
- To maintain an awareness of the NHS Pension Scheme and associated regulation changes by reading relevant communications that are issued via training, technical or compliance teams.
- Supports our multi-skilled team structure by taking a flexible approach to work.
- Identifies personal training needs and works with their manager to establish personal objectives. Prepares for and contributes to own ORO and regular 1-1 meetings with line manager.
- To carry out agreed quality checks on work done (on areas of work that the post holder is adequately skilled to do so) in accordance with quality control procedures. Identifies and recommends ideas for improvements to provide better customer and stakeholder service and to reduce risk of errors.
- To contribute to projects for service delivery improvements in your area of expertise.
Job description
Job responsibilities
In this role, you are accountable for:
- To manage allocated work to ensure that all statutory and internal targets are met under normal circumstances.
- To process all standard Scheme Access work from initial actions through to completion.
- To process correspondence received through the dedicated email account.
- To deliver an agreed level of personal productivity and accuracy over the range of all Scheme Access work, taking personal responsibility for own quality output levels.
- To work with a minimal amount of supervision taking responsibility for completing all tasks.
- To communicate effectively with internal and external clients resolving standard queries by telephone, e-mail and all other available forms of communication. Clients will include Department of Health and Social Care, NHS Employers and other external bodies.
- To contribute to service improvements through building effective working relationships with colleagues and customers.
- To maintain an awareness of the NHS Pension Scheme and associated regulation changes by reading relevant communications that are issued via training, technical or compliance teams.
- Supports our multi-skilled team structure by taking a flexible approach to work.
- Identifies personal training needs and works with their manager to establish personal objectives. Prepares for and contributes to own ORO and regular 1-1 meetings with line manager.
- To carry out agreed quality checks on work done (on areas of work that the post holder is adequately skilled to do so) in accordance with quality control procedures. Identifies and recommends ideas for improvements to provide better customer and stakeholder service and to reduce risk of errors.
- To contribute to projects for service delivery improvements in your area of expertise.
Person Specification
Qualifications
Essential
- GCSE Grade C passes in a minimum of 2 subjects including English (or equivalent) or equivalent work experience
Desirable
- NVQ Level 2 in Customer Service or Business Administration (or equivalent)
Personal Qualities, Knowledge and skillsPersonal Qualities, Knowledge and skills
Essential
- Ability to understand multiple documented procedures and systems
- Able to communicate sensitive or contentious information
- Able to deliver excellent customer service whilst meeting deadlines and targets
- Able to prioritise own workload and work with minimum supervision
- Numeracy and analytical skills
- Good organisational skills
- Ability to identify implications of actions
- Attention to detail
- Self Confident
- Pleasant telephone manner
- Work on own initiative
- Team player
- Adaptable and Flexible
- Discreet, confidential and organised
Desirable
- Awareness of Data Protection and Freedom of Information Issues
- Awareness of GDPR requirements
- Wider Pensions Admin or NHS Pensions working practices
- Understanding of databases
Experience
Essential
- Experience of working in a busy office
- Experience of working in a customer service focussed environment
- Experience of dealing with internal and external customers
- Able to follow clear instructions to carry out manual tasks and calculations
- Experience of handling varying customer enquiries
- Microsoft Word, Excel and Outlook
- Experience of handling varying customer enquiries
- Microsoft Word, Excel and Outlook
Desirable
- Significant experience in Pensions Administration or Pensions Contact Centre
- Experience of drafting correspondence
- Microsoft Visio and PowerPoint
Person Specification
Qualifications
Essential
- GCSE Grade C passes in a minimum of 2 subjects including English (or equivalent) or equivalent work experience
Desirable
- NVQ Level 2 in Customer Service or Business Administration (or equivalent)
Personal Qualities, Knowledge and skillsPersonal Qualities, Knowledge and skills
Essential
- Ability to understand multiple documented procedures and systems
- Able to communicate sensitive or contentious information
- Able to deliver excellent customer service whilst meeting deadlines and targets
- Able to prioritise own workload and work with minimum supervision
- Numeracy and analytical skills
- Good organisational skills
- Ability to identify implications of actions
- Attention to detail
- Self Confident
- Pleasant telephone manner
- Work on own initiative
- Team player
- Adaptable and Flexible
- Discreet, confidential and organised
Desirable
- Awareness of Data Protection and Freedom of Information Issues
- Awareness of GDPR requirements
- Wider Pensions Admin or NHS Pensions working practices
- Understanding of databases
Experience
Essential
- Experience of working in a busy office
- Experience of working in a customer service focussed environment
- Experience of dealing with internal and external customers
- Able to follow clear instructions to carry out manual tasks and calculations
- Experience of handling varying customer enquiries
- Microsoft Word, Excel and Outlook
- Experience of handling varying customer enquiries
- Microsoft Word, Excel and Outlook
Desirable
- Significant experience in Pensions Administration or Pensions Contact Centre
- Experience of drafting correspondence
- Microsoft Visio and PowerPoint
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).
