Job summary
An opportunity has arisen for a Stakeholder Engagement Team Administrator (AFC B3) within the Stakeholder Engagement Team.This is a fixed term position for an initial 12-months period.The post holder will work as part of the Stakeholder Engagement Team to deliver high quality customer service, including communicating effectively with customers and stakeholders. This will involve dealing with current and retrospective enquiries by email and other methods of communication as well as training requests and complaints from both internal and external customers. Enquiries require analysis, investigation and reconciliation of information as effective communication back to the enquirer.With GCSE Grade C passes in a minimum of 2 subjects including English and Maths (or equivalent), you will have experience of dealing with internal and external customers and stakeholders on complex and contentious issues. You will also be able to follow clear instructions to carry out complex and varied tasks and have a working knowledge of Microsoft Word, Excel and Outlook.
What do we offer?o 27 days leave (increasing with length of service) plus 8 bank holidayso Flexi timeo Hybrid working model (working remotely and in the office when required)o Career developmento Active wellbeing and inclusion networkso Excellent pensiono NHS Car lease schemeo Access to a wide range of benefits and high street discounts
Main duties of the job
The Customer is at the heart of everything that we do and this role plays an important part of the service we provide to those customers.
The successful candidate will work as part of the Stakeholder Engagement Team to deliver high quality customer service, including communicating effectively with customers and stakeholders.
This will involve dealing with current and retrospective enquiries, training requests and complaints, from both internal and external customers and will require analysis, investigation and reconciliation of information.
You will be required to assist in the creation of new reports and the collation of statistical information for all managers and stakeholders.
At the NHSBSA we value and respect the diversity of our colleagues and are committed to being a flexible employer. We are proud to offer flexible working opportunities. Whether you're interested in hybrid working, working from home, flexible hours or job sharing, apply today and we can discuss available options with you at the interview stage.
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
In this role, you are accountable for:1. To co-ordinate and arrange attendance at external forums and Service Improvement & Development Board (SID). Preparing material packs/presentations for NHS Pension representatives to use ensuring up to date information is included. Making buffet / car parking arrangements as required.2. Manage Stakeholder Engagement Team Outlook accounts and support the Stakeholder Engagement Managers with individual employer queries.3. Take minutes and prepare agendas at some NHS Pensions organised events which may involve occasional national travel and overnight stays.4. To collate responses to employer queries from Stakeholder Engagement Managers and publish to employer groups.5. To check medical supplier invoices prior to payment to ensure the information is correct prior to payment.6. To coordinate attendees of external Stakeholder Engagement Team events using administrative technology / software.7. To raise service requests with a 3rd party provider to allow the publication of Annual Benefit Statements.
8. To deliver an agreed level of personal productivity and accuracy over a range of work.
9. To participate in regular quality checking of administrative work.
10. To work with a minimal amount of supervision, working autonomously to manage own work and make decisions in own work area.
11. To communicate effectively with internal and external stakeholders resolving technical and escalated queries by telephone, e-mail and correspondence. Stakeholders may be Department of Health & Social Care, NHS Employers and other external agencies.
12. Prepare and co-ordinate articles for Employer Newsletters.
13. To contribute to service improvement through networking and building effective working relationships with colleagues and customers.
14. To continually maintain an awareness of the NHS Pension Scheme and associated regulations, including forthcoming events and changes.
15. To conduct research and obtain information to resolve queries which vary in nature.
16. To provide management information as required in an accurate and timely manner.
17. Prepare stakeholder feedback reports.18. To maintain the annual event spread sheet and share with the team keeping diaries updated.19. Identifies personal training needs and works with their manager to establish personal objectives. Contributes to own ORO and ensures all Learning Management System training courses are completed within required timescales.
20. On occasion participates in organisation wide work groups appropriate to the post holders expertise and experience.
21. You may be required on occasions to perform additional tasks, which would support a business need, or that offers an individual development opportunity.
Job description
Job responsibilities
In this role, you are accountable for:1. To co-ordinate and arrange attendance at external forums and Service Improvement & Development Board (SID). Preparing material packs/presentations for NHS Pension representatives to use ensuring up to date information is included. Making buffet / car parking arrangements as required.2. Manage Stakeholder Engagement Team Outlook accounts and support the Stakeholder Engagement Managers with individual employer queries.3. Take minutes and prepare agendas at some NHS Pensions organised events which may involve occasional national travel and overnight stays.4. To collate responses to employer queries from Stakeholder Engagement Managers and publish to employer groups.5. To check medical supplier invoices prior to payment to ensure the information is correct prior to payment.6. To coordinate attendees of external Stakeholder Engagement Team events using administrative technology / software.7. To raise service requests with a 3rd party provider to allow the publication of Annual Benefit Statements.
8. To deliver an agreed level of personal productivity and accuracy over a range of work.
9. To participate in regular quality checking of administrative work.
10. To work with a minimal amount of supervision, working autonomously to manage own work and make decisions in own work area.
11. To communicate effectively with internal and external stakeholders resolving technical and escalated queries by telephone, e-mail and correspondence. Stakeholders may be Department of Health & Social Care, NHS Employers and other external agencies.
12. Prepare and co-ordinate articles for Employer Newsletters.
13. To contribute to service improvement through networking and building effective working relationships with colleagues and customers.
14. To continually maintain an awareness of the NHS Pension Scheme and associated regulations, including forthcoming events and changes.
15. To conduct research and obtain information to resolve queries which vary in nature.
16. To provide management information as required in an accurate and timely manner.
17. Prepare stakeholder feedback reports.18. To maintain the annual event spread sheet and share with the team keeping diaries updated.19. Identifies personal training needs and works with their manager to establish personal objectives. Contributes to own ORO and ensures all Learning Management System training courses are completed within required timescales.
20. On occasion participates in organisation wide work groups appropriate to the post holders expertise and experience.
21. You may be required on occasions to perform additional tasks, which would support a business need, or that offers an individual development opportunity.
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- Pension Admin or NHS Pensions working practices
- Numeracy and analytical skills
- Good organisational skills
- Ability to identify and implement improvements using own initiative
- Ability to identify implications of actions
- Problem solving skills
- Attention to detail
- Self-Confident
- Work on own initiative
- Good interpersonal skills
- Pleasant telephone manner
- Team player
- Adaptable and Flexible in line with business needs
- Discreet, confidential and organised
- Driven to succeed
- Reliable and committed
Desirable
- Awareness of Data Protection and Freedom of Information Issues
- Awareness of GDPR requirements
- Wider Pensions Admin or NHS Pensions working practices
- Understanding of databases
Experience
Essential
- Significant experience in a busy office
- Experience of dealing with internal and external customers and stakeholders on complex and contentious issues
- Able to communicate sensitive information
- Experience of working in a customer focussed environment
- Able to follow clear instructions to carry out complex and varied tasks and calculations
- Experience of handling varying customer enquiries
- Proficient in using Microsoft Word, Excel & Outlook
- Ability to understand and create multiple documented procedures and systems
- Able to deliver excellent customer service whilst meeting deadlines and targets
Desirable
- Significant experience in Pensions Administration or Pensions Contact Centre
- Practical experience of using SQL reporting tools
- Experience of drafting correspondence
- Microsoft Visio and PowerPoint
Qualifications
Essential
- GCSE Grade C passes in a minimum of 2 subjects including English and Maths (or equivalent)
Desirable
- NVQ Level 2 in Customer Service or Business Administration (or equivalent)
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- Pension Admin or NHS Pensions working practices
- Numeracy and analytical skills
- Good organisational skills
- Ability to identify and implement improvements using own initiative
- Ability to identify implications of actions
- Problem solving skills
- Attention to detail
- Self-Confident
- Work on own initiative
- Good interpersonal skills
- Pleasant telephone manner
- Team player
- Adaptable and Flexible in line with business needs
- Discreet, confidential and organised
- Driven to succeed
- Reliable and committed
Desirable
- Awareness of Data Protection and Freedom of Information Issues
- Awareness of GDPR requirements
- Wider Pensions Admin or NHS Pensions working practices
- Understanding of databases
Experience
Essential
- Significant experience in a busy office
- Experience of dealing with internal and external customers and stakeholders on complex and contentious issues
- Able to communicate sensitive information
- Experience of working in a customer focussed environment
- Able to follow clear instructions to carry out complex and varied tasks and calculations
- Experience of handling varying customer enquiries
- Proficient in using Microsoft Word, Excel & Outlook
- Ability to understand and create multiple documented procedures and systems
- Able to deliver excellent customer service whilst meeting deadlines and targets
Desirable
- Significant experience in Pensions Administration or Pensions Contact Centre
- Practical experience of using SQL reporting tools
- Experience of drafting correspondence
- Microsoft Visio and PowerPoint
Qualifications
Essential
- GCSE Grade C passes in a minimum of 2 subjects including English and Maths (or equivalent)
Desirable
- NVQ Level 2 in Customer Service or Business Administration (or equivalent)
