Job summary
We are looking for a number of Assessment Officer's to join our team and carry out vital work that will support the Social Care sector - could this be you?
Our Assessment Officers review and process a range of different information sources to support handling claims for customers. They are adaptable, diligent, customer focused and have a variety of different responsibilities and tasks - no two days are the same. You will receive comprehensive training from our Student Services team to set you up to succeed in the role and you will work as part of a team - connected to others.
This is the perfect opportunity for someone looking to start or take the next step in their career, in a supportive, friendly environment with a team who will be focused on helping get the very best from you.
Our approach to finding the right person for this role will involve an in-person work-based assessment in Fleetwood on the week commencing 29th April 2024.
What do we offer?
- 27 days leave (increasing with length of service) plus 8 bank holidays
- Flexible working (we are happy to discuss options such as compressed and part time hours)
- Flexi time
- Hybrid working model (training will take place from our Fleetwood location)
- Career development
- Active wellbeing and inclusion networks
- Excellent pension(20.6% employer contribution)
- Access to a wide range of benefits and high street discounts!
Main duties of the job
- Liaising directly with customers through different methods, including written and telephone communication. Delivering the best customer service possible.
- Assessing, analysing and interpreting information sources quickly and accurately to issue the correct level of award for customers.
- Use of our internal systems and conducting manual calculations to assess customer awards and then authorising payments through appropriate systems.
- Quality checking work, identifying and correcting anomalies when found.
- Using your initiative and discretion to answer customer and general queries.
- Following relevant GDPR and Health & Safety guidelines when carrying out your work.
- Ensure we are keeping accurate and timely records on relevant systems.
For a full list of role accountabilities, please refer to the attached job description.
As a team we are passionate about our people - we aim to create an environment that supports our colleagues to thrive, develop and progress.
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
- Assess means tested applications, analysing and interpreting information provided by the customer to determine the level of award due. This will involve using the telephone and writing to the customer, using IT systems and internet resources.
- Calculates the customer entitlement following guidelines and procedures, this will involve both manual and system calculations.
- Calculates/recalculates changes to a customer award and authorises payments/underpayments/overpayments through the appropriate system, some cases of debt may need raising with the finance team.
- Assess the entitlement of in year changes where a manual pro rata calculation maybe required.
- Quality check all work streams across the service in line with monthly sampling guidance. This will also involve responding to queries raised by colleagues/ managers and updating the quality data base.
- Telephone contact may be required with customers, stakeholders and 3rd parties via telephone or email in a professional and courteous manner. Resolving queries promptly and efficiently, ensuring complete customer satisfaction.
- Perform a series of prepayment checks prior to customer funds being issued, taking necessary action where anomalies have been identified.
- Uses own discretion to make decisions using procedures/technical instructions and uses own initiative to answer queries and where appropriate refer more complex casework/ queries to the appropriate team.
- Investigate and responds to customer first line appeal.
- Telephone/email contact may be required with customers, stakeholders, and 3rd A professional and courteous manner, resolving queries promptly and efficiently, ensuring complete customer satisfaction.
- Ensure customer records are updated accordingly and accurately on the relevant systems.
- Manages own workload and operates all services in line with Service level agreements, internal agreements/policies, technical instructions/procedures and within agreed time scales.
- Adheres to the general data protection regulation (GDPR) and works in accordance with quality standards. Ensures all personal copies of manuals are always up to date.
- Adheres to health and safety procedures and has knowledge of equality and diversity issues.
- Deals with queries from both internal and external customers.
- When required, may be requested to train, coach, and mentor new staff in the duties of the role
- Assisting with the day to day flow of call referrals and ensuring a good customer service is given in a timely manner within the service level agreement.
- Supporting colleagues with referred casework if required.
- Uses own initiative to perform own duties in a responsible manner.
- Undertake such other duties as may be required commensurate with pay and experience.
- Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of the NHSBSA
Job description
Job responsibilities
In this role, you are accountable for
- Assess means tested applications, analysing and interpreting information provided by the customer to determine the level of award due. This will involve using the telephone and writing to the customer, using IT systems and internet resources.
- Calculates the customer entitlement following guidelines and procedures, this will involve both manual and system calculations.
- Calculates/recalculates changes to a customer award and authorises payments/underpayments/overpayments through the appropriate system, some cases of debt may need raising with the finance team.
- Assess the entitlement of in year changes where a manual pro rata calculation maybe required.
- Quality check all work streams across the service in line with monthly sampling guidance. This will also involve responding to queries raised by colleagues/ managers and updating the quality data base.
- Telephone contact may be required with customers, stakeholders and 3rd parties via telephone or email in a professional and courteous manner. Resolving queries promptly and efficiently, ensuring complete customer satisfaction.
- Perform a series of prepayment checks prior to customer funds being issued, taking necessary action where anomalies have been identified.
- Uses own discretion to make decisions using procedures/technical instructions and uses own initiative to answer queries and where appropriate refer more complex casework/ queries to the appropriate team.
- Investigate and responds to customer first line appeal.
- Telephone/email contact may be required with customers, stakeholders, and 3rd A professional and courteous manner, resolving queries promptly and efficiently, ensuring complete customer satisfaction.
- Ensure customer records are updated accordingly and accurately on the relevant systems.
- Manages own workload and operates all services in line with Service level agreements, internal agreements/policies, technical instructions/procedures and within agreed time scales.
- Adheres to the general data protection regulation (GDPR) and works in accordance with quality standards. Ensures all personal copies of manuals are always up to date.
- Adheres to health and safety procedures and has knowledge of equality and diversity issues.
- Deals with queries from both internal and external customers.
- When required, may be requested to train, coach, and mentor new staff in the duties of the role
- Assisting with the day to day flow of call referrals and ensuring a good customer service is given in a timely manner within the service level agreement.
- Supporting colleagues with referred casework if required.
- Uses own initiative to perform own duties in a responsible manner.
- Undertake such other duties as may be required commensurate with pay and experience.
- Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of the NHSBSA
Person Specification
Qualifications
Essential
- Three GCSE passes grade C or above, including Maths and English or equivalent qualification or work based experience
Desirable
- A broad range of GCSE qualifications
- An NVQ Level 2 Administration
Personal Qualities, Knowledge and Skills
Essential
- Ability to understand information, working quickly and accurately with an eye for detail
- Ability to deliver excellent customer service whilst meeting deadlines and targets
- Ability to handle concurrent tasks/systems and cope with distractions
- Adaptable, with proven ability to respond to and switch between a wide variety of tasks effectively and with limited notice
- Flexible with a proven willingness to take on extra duties.
- Neat handwriting, good grammar, and spelling.
- Ability to handle telephone queries effectively
- Excellent communication skills both written and verbal.
- Proven time and self-management skills
- Ability to make quick decisions with sometimes limited information
- Can concentrate for long periods of time.
- Basic PC skills
Desirable
- Ability to deal with dissatisfied or difficult customers.
- Evidence of ability to work using own initiative.
- Ability to use Excel.
- Knowledge of Microsoft outlook and work packages.
- An understanding of applicable service schemes.
Experience
Essential
- Experience of understanding and following detailed instructions.
- Experience of working to targets in a pressurised environment.
- Experience of working in a customer service focused environment or a clerical environment
- Experience of drafting written communications to customers.
- Experience of dealing with customers on the telephone.
Desirable
- Previous application handling experience.
- Experience of data entry
Person Specification
Qualifications
Essential
- Three GCSE passes grade C or above, including Maths and English or equivalent qualification or work based experience
Desirable
- A broad range of GCSE qualifications
- An NVQ Level 2 Administration
Personal Qualities, Knowledge and Skills
Essential
- Ability to understand information, working quickly and accurately with an eye for detail
- Ability to deliver excellent customer service whilst meeting deadlines and targets
- Ability to handle concurrent tasks/systems and cope with distractions
- Adaptable, with proven ability to respond to and switch between a wide variety of tasks effectively and with limited notice
- Flexible with a proven willingness to take on extra duties.
- Neat handwriting, good grammar, and spelling.
- Ability to handle telephone queries effectively
- Excellent communication skills both written and verbal.
- Proven time and self-management skills
- Ability to make quick decisions with sometimes limited information
- Can concentrate for long periods of time.
- Basic PC skills
Desirable
- Ability to deal with dissatisfied or difficult customers.
- Evidence of ability to work using own initiative.
- Ability to use Excel.
- Knowledge of Microsoft outlook and work packages.
- An understanding of applicable service schemes.
Experience
Essential
- Experience of understanding and following detailed instructions.
- Experience of working to targets in a pressurised environment.
- Experience of working in a customer service focused environment or a clerical environment
- Experience of drafting written communications to customers.
- Experience of dealing with customers on the telephone.
Desirable
- Previous application handling experience.
- Experience of data entry
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).
