Job summary
If you are self-motivated, enjoy working in a processing and customer focused environment and can manage a diverse workload, we have the opportunity for you.
Working as part of Prescription Services, we have several vacancies for our Processing and Customer Advisor role. This is a unique role, working on bespoke systems, where you will be expected to analyse and interpret complex prescription data, working to accurately reimburse contractor payments, following set rules and procedures.
A high attention to detail and accuracy is key, while keying a high volume of data, you will be required to work independently alongside a wider transactional team. You may also work with internal or external customers and stakeholders, providing a high level of customer service.
The positions are full time permanent posts, subject to a 6-month probationary contract on achieving performance standards. The role is on a homeworking basis, however there will be occasions when you will be required to attend the office.
What do we offer
- A permanent full time role 37.5 hrs per week (Please note: this is on completion of a 6 month probationary period, meeting performance standards for the role)
- Home Working - occasional office attendance may be required, so you must live a reasonable distance from our site in Bolton
- Flexible working
- 27 days leave (increasing with length of service) plus bank holidays
- NHS pension
- NHS Car Lease scheme
- Access to a wide range of benefits and high street discounts!
Main duties of the job
As a Processing and Customer Advisor you may be required to flex between a variety of tasks, which could include complex data input, analysing and interpreting complex data and communicating with our customers and stakeholders via telephone, email or letter.
You will be able to demonstrate these essential skills and knowledge:
- High level of accuracy and attention to detail keying high volumes of data
- Comfortable with repetitive work
- Time management and ability to work flexibly to ensure deadlines are achieved
- Computer proficiency and keyboard skills
- Excellent Customer Service Skills
- Self-motivatedbeing able to work independently
- Well organised and discreet
When you apply for the role, please give examples of where your experience and skills meet the essential and desirable criteria.
Please also answer the following questions and document responses in the SUPPORTING INFORMATIONsection of the application form.
- Tell us about how you keep yourself motivated when completing tasks independently?
- Tell us what experience you have of dealing with customers?
- Tell us about a time when you have followed technical instructions to complete a task?
- Can you give an example of when you have shown a high level of work accuracy whilst working at speed?
About us
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 take pride in being part of something so meaningful, that touches millions of lives.
Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That's why when you join us, you'll be empowered and given the right support to help your career grow.
As one of the UK's Best Big Companies to work for, we're all 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 voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work.
We welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more.
Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you.
We are people connected to care.
Job description
Job responsibilities
In this role, you are accountable for:
1. To analyse and interpret a range of complex information across a variety of different services and workstreams. Process appropriate information from relevant documentation and / or information systems.
2. Creating reports that can be presented to internal and external customers and stakeholders.
3. Ability to comprehend and interpret policies and procedures across a range of work areas. Make decisions in line with current NHSBSA, DH&SC, PHE policies and appropriate processing rules.
4. Working on relevant computer system applications, accurately inputting, updating, and amending information, including where appropriate customer details, according to set procedures to ensure that the enquiries are handled appropriately and actioned fully.
5. Using knowledge and guidance make appropriate decisions in line with current policies and regulations.
6. Ability to show genuine empathy, patience and resilience when communicating with our customers to deliver exceptional customer service and come to an agreed resolution.
7. Working to agreed performance and accuracy targets and standards, complying with all regulatory requirements such as Data Protection.
8. Working collaboratively to identify improvement across a range of business functions
9. Providing a flexible service to all NHSBSA customers with an emphasis on customer satisfaction.
10. Manages own workload and operates all services in line with Service Level Agreements, internal agreements and policies, technical instructions, and procedures and within agreed time scales.
11. Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of the NHSBSA
12. Phone contact and email support required with stakeholders, internal and external customers, and clients. Face to face and virtual meetings may be required.
13. Identify and communicate any non-routine technical or system issues to appropriate people
14. Where required, may be requested to train, coach and mentor new or established staff to the duties of the role.
15. Where required, process quality standard sampling checks and provide feedback to managers and colleagues.
16. Participate in, and contribute to, the ORO+ process. Take ownership and responsibility for your personal development
17. Demonstrate an appreciation of Quality by complying with all Quality Systems, identifying, and recommending opportunities to improve working practices.
18. Responsible for the security of documents, information and equipment under their control and undertakes all duties in line with GDPR regulations
Job description
Job responsibilities
In this role, you are accountable for:
1. To analyse and interpret a range of complex information across a variety of different services and workstreams. Process appropriate information from relevant documentation and / or information systems.
2. Creating reports that can be presented to internal and external customers and stakeholders.
3. Ability to comprehend and interpret policies and procedures across a range of work areas. Make decisions in line with current NHSBSA, DH&SC, PHE policies and appropriate processing rules.
4. Working on relevant computer system applications, accurately inputting, updating, and amending information, including where appropriate customer details, according to set procedures to ensure that the enquiries are handled appropriately and actioned fully.
5. Using knowledge and guidance make appropriate decisions in line with current policies and regulations.
6. Ability to show genuine empathy, patience and resilience when communicating with our customers to deliver exceptional customer service and come to an agreed resolution.
7. Working to agreed performance and accuracy targets and standards, complying with all regulatory requirements such as Data Protection.
8. Working collaboratively to identify improvement across a range of business functions
9. Providing a flexible service to all NHSBSA customers with an emphasis on customer satisfaction.
10. Manages own workload and operates all services in line with Service Level Agreements, internal agreements and policies, technical instructions, and procedures and within agreed time scales.
11. Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of the NHSBSA
12. Phone contact and email support required with stakeholders, internal and external customers, and clients. Face to face and virtual meetings may be required.
13. Identify and communicate any non-routine technical or system issues to appropriate people
14. Where required, may be requested to train, coach and mentor new or established staff to the duties of the role.
15. Where required, process quality standard sampling checks and provide feedback to managers and colleagues.
16. Participate in, and contribute to, the ORO+ process. Take ownership and responsibility for your personal development
17. Demonstrate an appreciation of Quality by complying with all Quality Systems, identifying, and recommending opportunities to improve working practices.
18. Responsible for the security of documents, information and equipment under their control and undertakes all duties in line with GDPR regulations
Person Specification
Qualifications
Essential
- 3 GCSE's Grade C or above - Maths and English (or equivalent experience)
Desirable
Personal Qualities, Knowledge & Skills
Essential
- Good Standard of PC & keyboard skills. Ability to use IT programmes confidently
- Experience of data entry or processing. Ability to work quickly and accurately with an eye for detail.
- Able to deliver excellent service whilst meeting deadlines and targets. Proven time and self-management skills
- Ability to negotiate and resolve queries effectively. Ability to remain calm when dealing with emotional, difficult, or dissatisfied customers.
- Flexible approach to work and able to manage a diverse workload. Adaptable, with proven ability to respond to and switch between a wide variety of queries effectively.
- Excellent communication skills, both written and verbal.
Disposition
Essential
- Positive attitude and self-motivated. Evidence of ability to work using own initiative
- Discreet and sympathetic with a calm and confident manner
- Committed to contributing effectively to team working. Reliable and committed
- Resilient
Experience
Essential
- Experience of working in a quality-controlled environment following detailed policies and procedures
- Experience of dealing with internal and external customers on the telephone and in written communications
- Experience of understanding and following detailed technical instructions
Desirable
- Experience of working in a customer service focussed environment
Person Specification
Qualifications
Essential
- 3 GCSE's Grade C or above - Maths and English (or equivalent experience)
Desirable
Personal Qualities, Knowledge & Skills
Essential
- Good Standard of PC & keyboard skills. Ability to use IT programmes confidently
- Experience of data entry or processing. Ability to work quickly and accurately with an eye for detail.
- Able to deliver excellent service whilst meeting deadlines and targets. Proven time and self-management skills
- Ability to negotiate and resolve queries effectively. Ability to remain calm when dealing with emotional, difficult, or dissatisfied customers.
- Flexible approach to work and able to manage a diverse workload. Adaptable, with proven ability to respond to and switch between a wide variety of queries effectively.
- Excellent communication skills, both written and verbal.
Disposition
Essential
- Positive attitude and self-motivated. Evidence of ability to work using own initiative
- Discreet and sympathetic with a calm and confident manner
- Committed to contributing effectively to team working. Reliable and committed
- Resilient
Experience
Essential
- Experience of working in a quality-controlled environment following detailed policies and procedures
- Experience of dealing with internal and external customers on the telephone and in written communications
- Experience of understanding and following detailed technical instructions
Desirable
- Experience of working in a customer service focussed environment
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).
