Job summary
As a team we are passionate about our people - we aim to create an environment that supports our colleagues to thrive, develop and progress.
We are looking for several NHS Pensions Customer Contact Advisors to join our team and carry out vital work that will support the NHS Pensions Service - could this be you?
The NHS Pensions Customer Hub handles customer enquiries across a variety of media methods, with advisors multi skilled and able to handle multiple workstreams within the service. Our Advisors 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 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 Newcastle.
What do we offer?
- 27 days leave (increasing with length of service) plus 8 bank holidays
- Flexible working
- Flexi time
- Hybrid working model
- Career development
- Active wellbeing and inclusion networks
- Excellent pension(23.7% employer contribution)
- Access to a wide range of benefits and high street discounts!
Main duties of the job
- Responsible for answering a diverse range of external and internal customer enquiries, which can be sensitive in nature, using a variety of media methods. Delivering the best customer service possible.
- Providing help and guidance to customers, tailoring conversations to the customers' needs across a variety of different products and services. Ensuring that the customer is at the heart of everything that you do.
- Completing a variety of administrative tasks as well as communicating with customers over the telephone / via email.
- Working to agreed performance and accuracy targets and standards, complying with all regulatory requirements such as Data Protection, Customer Security and understanding and supporting vulnerable customers.
- Working on a range of computer and telephony system applications, accurately inputting, maintaining, updating and amending customer information according to set procedures to ensure that the customers' enquiries are handled appropriately and resolved fully.
For a full list of role accountabilities, please refer to the attached job description.
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:
Responsible for answering a diverse range of external and internal customer enquiries, which can be sensitive in nature, using a variety of media methods promptly within agreed performance, quality and other service level agreements. Provides a flexible service to all NHSBSA customers with emphasis on customer satisfaction. Using knowledge and experience to resolve a range of customer queries which may require use of own judgement, escalating where it is required. Ability to work well as part of a team and be open-minded towards the ideas and views of others. Fully contribute to building team spirit and aiding others to succeed. Using own knowledge and experience, to coach other team members or new colleagues where appropriate. Actively take part and contribute to training initiatives. Providing help and guidance to customers, tailoring conversations to the customers needs across a variety of different products and services. Ensuring that the customer is at the heart of everything that you do. Good verbal, oral and written communication skills with the ability to adapt your style to the appropriate channel of communication, whilst maintaining a strong customer service emphasis. Takes an active part in monthly coaching sessions and team meetings with managers and other team members, working collaboratively to identify improvement areas and recommending their own actions for development. Working to agreed performance and accuracy targets and standards, complying with all regulatory requirements such as Data Protection, Customer Security and understanding and supporting vulnerable customers. Working on a range of computer and telephony system applications, accurately inputting, maintaining, updating and amending customer information according to setprocedures to ensure that the customers enquiries are handled appropriately and resolved fully. Ability to comprehend and interpret policies and procedures across a variety of work areas. Using our internal online Knowledge Base to provide consistency of response. Manages own workload and operates all services in line with performance, quality and other service level agreements including internal agreements and policies, technical instructions and procedures all within agreed time scales. Schedules call backs for customers where appropriate. Work with a continuous improvement environment, providing feedback and ideas on how to improve services, policies and procedures. The contact centre is demand led and advisors must be prepared to join the bidding process for shifts designed and produced by the Workforce Management System, or dependant on business need work a fixed working pattern or rotation Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of the NHSBSA. Ability to manage sensitive and emotive circumstances, including complaints respectfully and empathetically. Adheres to the Data Protection Act and works in accordance with Quality standards. Ensure compliance with equality legislation, and display active commitment to the need to ensure equality of opportunity and the benefits of Diversity. When in contact with colleagues, customers, contractors and visitors, ensure that they are treated with dignity and respect.
Job description
Job responsibilities
In this role, you are accountable for:
Responsible for answering a diverse range of external and internal customer enquiries, which can be sensitive in nature, using a variety of media methods promptly within agreed performance, quality and other service level agreements. Provides a flexible service to all NHSBSA customers with emphasis on customer satisfaction. Using knowledge and experience to resolve a range of customer queries which may require use of own judgement, escalating where it is required. Ability to work well as part of a team and be open-minded towards the ideas and views of others. Fully contribute to building team spirit and aiding others to succeed. Using own knowledge and experience, to coach other team members or new colleagues where appropriate. Actively take part and contribute to training initiatives. Providing help and guidance to customers, tailoring conversations to the customers needs across a variety of different products and services. Ensuring that the customer is at the heart of everything that you do. Good verbal, oral and written communication skills with the ability to adapt your style to the appropriate channel of communication, whilst maintaining a strong customer service emphasis. Takes an active part in monthly coaching sessions and team meetings with managers and other team members, working collaboratively to identify improvement areas and recommending their own actions for development. Working to agreed performance and accuracy targets and standards, complying with all regulatory requirements such as Data Protection, Customer Security and understanding and supporting vulnerable customers. Working on a range of computer and telephony system applications, accurately inputting, maintaining, updating and amending customer information according to setprocedures to ensure that the customers enquiries are handled appropriately and resolved fully. Ability to comprehend and interpret policies and procedures across a variety of work areas. Using our internal online Knowledge Base to provide consistency of response. Manages own workload and operates all services in line with performance, quality and other service level agreements including internal agreements and policies, technical instructions and procedures all within agreed time scales. Schedules call backs for customers where appropriate. Work with a continuous improvement environment, providing feedback and ideas on how to improve services, policies and procedures. The contact centre is demand led and advisors must be prepared to join the bidding process for shifts designed and produced by the Workforce Management System, or dependant on business need work a fixed working pattern or rotation Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of the NHSBSA. Ability to manage sensitive and emotive circumstances, including complaints respectfully and empathetically. Adheres to the Data Protection Act and works in accordance with Quality standards. Ensure compliance with equality legislation, and display active commitment to the need to ensure equality of opportunity and the benefits of Diversity. When in contact with colleagues, customers, contractors and visitors, ensure that they are treated with dignity and respect.
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- Able to deliver excellent customer service whilst meeting deadlines and targets.
- Ability to handle complex telephone queries effectively and to deal with dissatisfied or difficult customers
- Ability to handle concurrent tasks/ systems and cope with distractions.
- Adaptable, with proven ability to respond to and switch between a wide variety of queries and systems effectively.
- Flexible approach.
- Excellent communication skills both written and verbal.
- Proven time and self-management skills.
- 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.
- Resilient when dealing with challenging and complex queries.
Desirable
- Ability to work quickly and accurately with an eye for detail.
- Good grammar and spelling.
Experience
Essential
- Experience of working in a customer service focussed environment.
- Experience of understanding and following detailed technical instructions.
- Experience of dealing with internal and external customers on the telephone.
Desirable
- Experience of other forms of communication such as email, social media.
- Experience of working on a diverse range of systems.
- Computer literacy skills.
Qualifications
Essential
- Three GCSE passes, including Maths and English or equivalent qualification or work based experience.
Desirable
- NVQ 3 or equivalent in customer service.
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- Able to deliver excellent customer service whilst meeting deadlines and targets.
- Ability to handle complex telephone queries effectively and to deal with dissatisfied or difficult customers
- Ability to handle concurrent tasks/ systems and cope with distractions.
- Adaptable, with proven ability to respond to and switch between a wide variety of queries and systems effectively.
- Flexible approach.
- Excellent communication skills both written and verbal.
- Proven time and self-management skills.
- 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.
- Resilient when dealing with challenging and complex queries.
Desirable
- Ability to work quickly and accurately with an eye for detail.
- Good grammar and spelling.
Experience
Essential
- Experience of working in a customer service focussed environment.
- Experience of understanding and following detailed technical instructions.
- Experience of dealing with internal and external customers on the telephone.
Desirable
- Experience of other forms of communication such as email, social media.
- Experience of working on a diverse range of systems.
- Computer literacy skills.
Qualifications
Essential
- Three GCSE passes, including Maths and English or equivalent qualification or work based experience.
Desirable
- NVQ 3 or equivalent in customer service.
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).
