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.
Are you an expert in NHS Pensions with extensive experience in handling complex and technical cases? Do you have a passion for providing exceptional customer service while supporting and mentoring a team? If so, we'd love to hear from you!
We're looking for a Subject Matter Expert to join our Pensions Administration Team. This is a key role where you'll leverage your in-depth knowledge to resolve casework complexities, support consistency of knowledge across the team, and ensure a seamless customer experience.
This is the perfect opportunity for someone looking to 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.
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
- Serve as the go-to person for expertise in your allocated specialist field, offering support for non-standard, complex cases.
- Provide high-level subject matter expertise when processing technical and intricate NHS Pensions casework, offering guidance to colleagues.
- Resolve customer queries and complaints, both internal and external, often involving retrospective inquiries, payment calculations, and reconciliation.
- Use your deep understanding of NHS Pensions schemes to deliver exceptional customer service, including effective communication on challenging issues.
- Mentor, train, and support less experienced colleagues, helping to build their skills and knowledge.
- Remain adaptable and ready to take on new challenges, responding to changes in team priorities
For a full list of role responsibilities, 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're proud to be part of something meaningful, that touches millions of lives.
We design our services around customer needs and place people at the heart of our organisation. That's why when you join us, you'll be empowered and supported to help your career grow.
As one of the UK's Best Big Companies to work for, we're 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 colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.
We're committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.
Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!
Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.
We are people connected to care.
Job description
Job responsibilities
1. To process non-standard casework that has been identified as complex or which requires a high level of technical knowledge and analysis.
2. To manage escalations of either complaints or call referrals with priority focus, liaising with stakeholders using emotional intelligence in the event that emotions are running high.
3. To deliver a high level of personal productivity with optimum accuracy using frequent concentration to deliver a range of complex and technical pensions casework.
4. Communicate complex information in a concise manner to a range of internal and external stakeholders, adapting the approach to aidunderstanding of the audience.
5. Sharing expertise through being the first point of escalation for team queries, responding at source or seeking the information to aid a response. Some queries may require research and escalations to the Technical Consultancy Team to aid full resolution.
6. Is responsible for the training and mentoring of new and less experienced colleagues and will oversee this during probation or the consolidation process, helping increase confidence and performance. Will evaluate, record and report progress achievements to provide evidence to the line manager of consolidation and be available to the colleague for ongoing support.
7. Provide subject matter expertise at various meetings, sharing technical knowledge and best practice that supports the ongoing work includingbut not limited to process mapping, impact and risk assessment.
8. Utilise subject matter expert knowledge to test system changes before deployment and identify issues.
9. Provide subject matter expertise input to the Operational Trainers for the overarching training programme providing recommendations basedupon the theme of team queries.
10. To work flexibly across some other areas of the business in times of need with minimal notice as the business demand requires, developing ahigh-level broad understanding of impact across Pension Customer Operations.
11. , Act in capacity of decision maker for anomaly case types in line with regulations or set criteria, where an element of discretion (inc. Secretaryof state) is given to the administrator, including when required making payment through Finance, ensuring any impact is fully understood withinthe remit of your responsibility.
12. Work across a range of systems and processes linked to processing, finance and digital applications.
13. Identify and raise process improvements on behalf of the team, identifying the benefits and any associated risks through networking andbuilding effective working relationships.
14. Develop and maintain knowledge of all 3 schemes and scheme changes in order to effectively interpret regulations, identify corrupt cases, assess applications against the set criteria and keep up to date with process changes. Any changes would be implemented in line with theDocument Management Policy.
15. Interpret recommendations for the internal Compliance review, turning them into relevant actions and providing responses accordingly.Resolving actions may require liaising with several departments and the updating of a range of resource materials such as process and trainingguides.
16. Respond to referrals from the complaints team or TCT that would contribute to the resolution of a complaint or IDR.
17. Identifies personal training needs and works with Team Manager to establish personal objectives, contributing to own ORO
18. To work autonomously to manage own workload and make decisions within area of expertise.
Job description
Job responsibilities
1. To process non-standard casework that has been identified as complex or which requires a high level of technical knowledge and analysis.
2. To manage escalations of either complaints or call referrals with priority focus, liaising with stakeholders using emotional intelligence in the event that emotions are running high.
3. To deliver a high level of personal productivity with optimum accuracy using frequent concentration to deliver a range of complex and technical pensions casework.
4. Communicate complex information in a concise manner to a range of internal and external stakeholders, adapting the approach to aidunderstanding of the audience.
5. Sharing expertise through being the first point of escalation for team queries, responding at source or seeking the information to aid a response. Some queries may require research and escalations to the Technical Consultancy Team to aid full resolution.
6. Is responsible for the training and mentoring of new and less experienced colleagues and will oversee this during probation or the consolidation process, helping increase confidence and performance. Will evaluate, record and report progress achievements to provide evidence to the line manager of consolidation and be available to the colleague for ongoing support.
7. Provide subject matter expertise at various meetings, sharing technical knowledge and best practice that supports the ongoing work includingbut not limited to process mapping, impact and risk assessment.
8. Utilise subject matter expert knowledge to test system changes before deployment and identify issues.
9. Provide subject matter expertise input to the Operational Trainers for the overarching training programme providing recommendations basedupon the theme of team queries.
10. To work flexibly across some other areas of the business in times of need with minimal notice as the business demand requires, developing ahigh-level broad understanding of impact across Pension Customer Operations.
11. , Act in capacity of decision maker for anomaly case types in line with regulations or set criteria, where an element of discretion (inc. Secretaryof state) is given to the administrator, including when required making payment through Finance, ensuring any impact is fully understood withinthe remit of your responsibility.
12. Work across a range of systems and processes linked to processing, finance and digital applications.
13. Identify and raise process improvements on behalf of the team, identifying the benefits and any associated risks through networking andbuilding effective working relationships.
14. Develop and maintain knowledge of all 3 schemes and scheme changes in order to effectively interpret regulations, identify corrupt cases, assess applications against the set criteria and keep up to date with process changes. Any changes would be implemented in line with theDocument Management Policy.
15. Interpret recommendations for the internal Compliance review, turning them into relevant actions and providing responses accordingly.Resolving actions may require liaising with several departments and the updating of a range of resource materials such as process and trainingguides.
16. Respond to referrals from the complaints team or TCT that would contribute to the resolution of a complaint or IDR.
17. Identifies personal training needs and works with Team Manager to establish personal objectives, contributing to own ORO
18. To work autonomously to manage own workload and make decisions within area of expertise.
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- 1.Pensions Administration or NHS Pensions working practices
- 2.In depth understanding of all NHS Pension Schemes, understanding synergies and impact
- 3.Proven ability to act as a subject matter expert in various work streams
- 4.Ability to source, interpret and respond to complex information
- 5.Ability to deliver technical training and support and to provide an evaluation to inform their line manager of a colleague's progress.
- 6.Ability to mentor individuals on a 1-2-1 basis in a wide range of activities whilst role modelling behaviours.
- 7.Ability to understand multiple documented complex / non-standard procedures and systems across all areas of delivery.
- 8.Ability to contribute to the design and delivery of training and process guides from technical information.
- 9.Ability to communicate effectively at all levels with empathy, explaining complex information succinctly.
- 10.Ability to deliver excellent customer service whilst meeting deadlines and targets.
- 11.Numeracy and analytical skills, applying attention to detail.
- 12.Highly organised and demonstrates resilience.
- 13.Strong time management and work prioritisation skills with the ability to work on own initiative.
- 14.Ability to identify implications of actions and recommend improvements.
- 15.Thrives on change and helps to drive changes into teams.
- 16.Experience of working with and using Microsoft packages particularly Word. Excel and Teams.
Desirable
- 1.Wider Pensions Admin or NHS Pensions working practices.
- 2.Experience of using PowerPoint and presentation skills
- 3.Understanding of Databases.
- 4.Awareness of Data Protection and Freedom of Information Issues
Experience
Essential
- 1.Significant experience in wide range of pensions administration activity
- 2.Ability to work within any Pensions Administration operational area with the minimum amount of training or support
- 3.Experience of working on a complaints process in a heavily regulated environment
- 4.Experience of working in a customer service focussed environment.
- 5.Experience of interacting with internal and external customers on complex and contentious cases.
- 6.Able to follow clear instructions to carry out complex and varied tasks and calculations.
- 7.The ability to adapt to change, at pace.
- 8.Proven ability to engage and build relationships.
Desirable
- 1.Customer helpdesk experience.
- 2.Experience of drafting correspondence.
- 3.Experience of supporting and developing colleagues, identifying training needs.
Qualifications
Essential
- 1.GCSE Grade C passes in a minimum of 5 subjects including English (or equivalent) or demonstrable work experience
Desirable
- 1.NVQ Level 3 in Customer Service or Business Administration (or equivalent)
- 2.Training qualification
- 3.Pensions Management Institute qualification (PMI)
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- 1.Pensions Administration or NHS Pensions working practices
- 2.In depth understanding of all NHS Pension Schemes, understanding synergies and impact
- 3.Proven ability to act as a subject matter expert in various work streams
- 4.Ability to source, interpret and respond to complex information
- 5.Ability to deliver technical training and support and to provide an evaluation to inform their line manager of a colleague's progress.
- 6.Ability to mentor individuals on a 1-2-1 basis in a wide range of activities whilst role modelling behaviours.
- 7.Ability to understand multiple documented complex / non-standard procedures and systems across all areas of delivery.
- 8.Ability to contribute to the design and delivery of training and process guides from technical information.
- 9.Ability to communicate effectively at all levels with empathy, explaining complex information succinctly.
- 10.Ability to deliver excellent customer service whilst meeting deadlines and targets.
- 11.Numeracy and analytical skills, applying attention to detail.
- 12.Highly organised and demonstrates resilience.
- 13.Strong time management and work prioritisation skills with the ability to work on own initiative.
- 14.Ability to identify implications of actions and recommend improvements.
- 15.Thrives on change and helps to drive changes into teams.
- 16.Experience of working with and using Microsoft packages particularly Word. Excel and Teams.
Desirable
- 1.Wider Pensions Admin or NHS Pensions working practices.
- 2.Experience of using PowerPoint and presentation skills
- 3.Understanding of Databases.
- 4.Awareness of Data Protection and Freedom of Information Issues
Experience
Essential
- 1.Significant experience in wide range of pensions administration activity
- 2.Ability to work within any Pensions Administration operational area with the minimum amount of training or support
- 3.Experience of working on a complaints process in a heavily regulated environment
- 4.Experience of working in a customer service focussed environment.
- 5.Experience of interacting with internal and external customers on complex and contentious cases.
- 6.Able to follow clear instructions to carry out complex and varied tasks and calculations.
- 7.The ability to adapt to change, at pace.
- 8.Proven ability to engage and build relationships.
Desirable
- 1.Customer helpdesk experience.
- 2.Experience of drafting correspondence.
- 3.Experience of supporting and developing colleagues, identifying training needs.
Qualifications
Essential
- 1.GCSE Grade C passes in a minimum of 5 subjects including English (or equivalent) or demonstrable work experience
Desirable
- 1.NVQ Level 3 in Customer Service or Business Administration (or equivalent)
- 2.Training qualification
- 3.Pensions Management Institute qualification (PMI)
