Job summary
Exciting opportunities have arisen for Stakeholder Engagement Managers (AFC B6) within the NHS Pensions Service Stakeholder Engagement Team.
Are you passionate about developing strong relationships and working collaboratively with colleagues? Do you thrive in a fast-paced, evolving environment where your creativity and adaptability shine? Do you have experience in designing, delivering, and evaluating educational programs?
As a Stakeholder Engagement Manager, you will deliver class-leading levels of customer service to a portfolio of stakeholders. Develop strong relationships, from other services across the directorate, to deliver against the NHSBSA Workforce strategic aims, supporting Retirement Services, and play an active role in the national retention of NHS staff in line with NHS England guidance. Working within the Stakeholder Engagement Team in supporting the Service Delivery Manager to successfully implement and manage change with key stakeholders, always looking for innovative ways of delivering and communicating information and feedback to stakeholders.
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 hours)
- Flexi time
- Hybrid working model (we are currently working largely remotely)
- Career development
- Active wellbeing and inclusion networks
- Excellent pension
- NHS Car lease scheme
- Access to a wide range of benefits and high street discounts!
Main duties of the job
Post holders will develop strong relationships, working collaboratively with colleagues to deliver against the NHSBSA Workforce strategic aims, supporting Pensions Service initiative and play an active role in the national retention of NHS staff in line with NHS England guidance.
The post holders will deliver class-leading levels of customer service to a portfolio of stakeholders and will manage engagement in relation to NHS Pensions with key stakeholders by providing a professional and excellent front-line service; working within the Stakeholder Engagement Team in supporting the Service Delivery Manager to successfully implement and manage change with key stakeholders
Through customer relationship management, the post holder will be personally responsible for working with stakeholders to provide assurance that customers are compliant with NHS Pension Scheme Regulations and the Pension Regulator Code of Practice.
As part of the Stakeholder Engagement Team, you will fully understand and be responsible for addressing trends and issues and devise action plans to improve stakeholder performance supporting the wider teams within NHS Pensions as appropriate.
The role involves taking ownership of the Stakeholder Engagement agenda to continually look at ways to improve engagement to support with the varying needs and requirements of all NHS Pensions stakeholders.
There are both permanent and 6-month fixed term positions (with review) available.
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
- Identifying stakeholders, analysing their needs and expectations, planning and implementing various tasks to engage with them
- Being accountable for key stakeholders, acting as their central point of contact for NHSPS administrative issues, working autonomously with all key stakeholders including NHS employers and non-NHS organisations, to embed a full understanding of their role and responsibilities as local administrators of the NHS Pension Scheme.
- Influence stakeholder attitudes, decisions, and actions for mutual benefit and keep them motivated to cooperate
- Lead in the development and delivery of core training and guidance on a range of subjects or specialised subjects to stakeholders to ensure all processes are followed correctly and keeping stakeholders up to date with any appropriate process changes because of system and legislative developments.
- Develop guidance and process instructions for use in all aspects of managing and implementing these process changes acting as an ambassador for the NHSBSA by regularly planning presentations and personally delivering to external regional employer forums ensuring stakeholders are engaged and informed.
- Using innovative technology to deliver information in the most effective manner including the My NHS Pension Self Service Member Portal currently in development to ensure it is rolled out effectively and to play a part in any enhancements to Employer Service
- You will take personal responsibility to answer queries and complaints raised at such events and provide accurate and timely feedback to any remaining complaints and queries after each employer meeting.
- Formulating and managing relationships with 3rd party stakeholders including but not limited to Independent Financial Advisors, Trade Unions and payroll providers ensuring the rules for admittance to the scheme for organisations are correctly applied.
- Communicating effectively, both orally and in writing, with stakeholders providing timely technical responses to complex, sensitive queries and complaints.
- Demonstrates creativity and innovation in applying solutions for the benefit of the stakeholder taking into account implications of their requirements and NHS Pension Scheme regulations. Ensure engagement from stakeholders during the implementation of change, providing clear direction, updates and identification of risks and actions to enable a positive experience.
- Communicating complex information effectively across a wide range of stakeholders and levels of understanding. Building and managing effective two-way communications between NHS Pensions and its internal and external stakeholders, ensuring a coordinated approach to communications within the wider NHSBSA.
- Living the values and behaviours of the organisation. Treat everyone fairly and value and respect diversity. Demonstrate that such standards are practiced in NHS Pensions dealings with all its stakeholders.
- Identifying personal training needs and works with Line Manager to establish personal objectives.
Please find attached JD/PS for a full breakdown of the responsibilities.
Job description
Job responsibilities
- Identifying stakeholders, analysing their needs and expectations, planning and implementing various tasks to engage with them
- Being accountable for key stakeholders, acting as their central point of contact for NHSPS administrative issues, working autonomously with all key stakeholders including NHS employers and non-NHS organisations, to embed a full understanding of their role and responsibilities as local administrators of the NHS Pension Scheme.
- Influence stakeholder attitudes, decisions, and actions for mutual benefit and keep them motivated to cooperate
- Lead in the development and delivery of core training and guidance on a range of subjects or specialised subjects to stakeholders to ensure all processes are followed correctly and keeping stakeholders up to date with any appropriate process changes because of system and legislative developments.
- Develop guidance and process instructions for use in all aspects of managing and implementing these process changes acting as an ambassador for the NHSBSA by regularly planning presentations and personally delivering to external regional employer forums ensuring stakeholders are engaged and informed.
- Using innovative technology to deliver information in the most effective manner including the My NHS Pension Self Service Member Portal currently in development to ensure it is rolled out effectively and to play a part in any enhancements to Employer Service
- You will take personal responsibility to answer queries and complaints raised at such events and provide accurate and timely feedback to any remaining complaints and queries after each employer meeting.
- Formulating and managing relationships with 3rd party stakeholders including but not limited to Independent Financial Advisors, Trade Unions and payroll providers ensuring the rules for admittance to the scheme for organisations are correctly applied.
- Communicating effectively, both orally and in writing, with stakeholders providing timely technical responses to complex, sensitive queries and complaints.
- Demonstrates creativity and innovation in applying solutions for the benefit of the stakeholder taking into account implications of their requirements and NHS Pension Scheme regulations. Ensure engagement from stakeholders during the implementation of change, providing clear direction, updates and identification of risks and actions to enable a positive experience.
- Communicating complex information effectively across a wide range of stakeholders and levels of understanding. Building and managing effective two-way communications between NHS Pensions and its internal and external stakeholders, ensuring a coordinated approach to communications within the wider NHSBSA.
- Living the values and behaviours of the organisation. Treat everyone fairly and value and respect diversity. Demonstrate that such standards are practiced in NHS Pensions dealings with all its stakeholders.
- Identifying personal training needs and works with Line Manager to establish personal objectives.
Please find attached JD/PS for a full breakdown of the responsibilities.
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- Good all-round knowledge of the NHS Pension Scheme regulations and processes
- Excellent presentation skills
- Ability to quickly assimilate and translate instructions
- Excellent verbal, listening and written communication skills
- Proven leadership and motivation skills
- Able to challenge decisions
- Encourages ownership and has proven record of building effective working relationships.
- Able to work on own initiative
- Ability to see wider implications, consequences and connections for all issues
- Committed to continuous improvement, working in partnership and able to develop ideas.
- Excellent organisational and interpersonal skills
- Flexible and adaptable
- Good at giving and receiving constructive feedback
- Flexible, good team player, resilient, calm and has a proud, positive and professional manner
- Well organised and able to work to tight deadlines and prioritise tasks
- Ability to handle sensitive or confidential information
- Objective with an analytical approach
- Confident in own ability to make well-grounded decisions.
- Contribution to high level decision making
- Able to travel nationally.
- Committed to providing a good customer service
- Confident and approachable
- Able to work autonomously
Desirable
- Knowledge and experience of wider external environment
- Knowledge of improvement techniques and methods
- Clean driving licence
- Influencing skills
- Drafting and reporting skills
- Advanced skills in Microsoft Office Packages including Visio
- Familiarity with NHS structures and terminology
Experience
Essential
- Significant broad relevant management experience
- Significant experience of stakeholder engagement, building and managing stakeholder relationships
- Excellent presentational skills to large groups
- Experience of change management
- Experience of planning, monitoring and measuring success
- Able to follow clear instructions to carry out varied tasks and calculations
- Experience of handling contentious customer enquiries
- Able to manage and negotiate effectively to ensure implementation of change is effective
- Experience of working with Microsoft Office applications oLiaising with stakeholders on service requirements
- Experience of working with Microsoft Office applications
- Liaising with stakeholders on service requirements
Desirable
- Experience of projects and project management techniques
- Experience of working in a wider network of peers to achieve business objectives
- Interpreting business strategy and communications plans to meet the overall objectives
- Experience of delivering training
- Analysis of customer satisfaction results and feedback
Qualifications
Essential
- Degree calibre in management or customer service, or
- Supervisory/ Management or Customer Service qualification NVQ level 3 or above or
- Relevant experience of Stakeholder Engagement Management or
- Significant work-based experience
Desirable
- Degree in relevant subject
- PMI qualification or equivalent
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- Good all-round knowledge of the NHS Pension Scheme regulations and processes
- Excellent presentation skills
- Ability to quickly assimilate and translate instructions
- Excellent verbal, listening and written communication skills
- Proven leadership and motivation skills
- Able to challenge decisions
- Encourages ownership and has proven record of building effective working relationships.
- Able to work on own initiative
- Ability to see wider implications, consequences and connections for all issues
- Committed to continuous improvement, working in partnership and able to develop ideas.
- Excellent organisational and interpersonal skills
- Flexible and adaptable
- Good at giving and receiving constructive feedback
- Flexible, good team player, resilient, calm and has a proud, positive and professional manner
- Well organised and able to work to tight deadlines and prioritise tasks
- Ability to handle sensitive or confidential information
- Objective with an analytical approach
- Confident in own ability to make well-grounded decisions.
- Contribution to high level decision making
- Able to travel nationally.
- Committed to providing a good customer service
- Confident and approachable
- Able to work autonomously
Desirable
- Knowledge and experience of wider external environment
- Knowledge of improvement techniques and methods
- Clean driving licence
- Influencing skills
- Drafting and reporting skills
- Advanced skills in Microsoft Office Packages including Visio
- Familiarity with NHS structures and terminology
Experience
Essential
- Significant broad relevant management experience
- Significant experience of stakeholder engagement, building and managing stakeholder relationships
- Excellent presentational skills to large groups
- Experience of change management
- Experience of planning, monitoring and measuring success
- Able to follow clear instructions to carry out varied tasks and calculations
- Experience of handling contentious customer enquiries
- Able to manage and negotiate effectively to ensure implementation of change is effective
- Experience of working with Microsoft Office applications oLiaising with stakeholders on service requirements
- Experience of working with Microsoft Office applications
- Liaising with stakeholders on service requirements
Desirable
- Experience of projects and project management techniques
- Experience of working in a wider network of peers to achieve business objectives
- Interpreting business strategy and communications plans to meet the overall objectives
- Experience of delivering training
- Analysis of customer satisfaction results and feedback
Qualifications
Essential
- Degree calibre in management or customer service, or
- Supervisory/ Management or Customer Service qualification NVQ level 3 or above or
- Relevant experience of Stakeholder Engagement Management or
- Significant work-based experience
Desirable
- Degree in relevant subject
- PMI qualification or equivalent
