Administration Officer

NHS Business Services Authority; England; Hybrid; GBP 20,000 - 30,000; Full time

Job summary

A prominent public health organization in the UK is seeking Administrative Officers for its Citizen Services division. The role involves supporting various customer inquiries and ensuring high levels of accuracy and customer satisfaction. Candidates should have strong analytical skills and empathy, with the ability to handle complex information. This position offers a hybrid working model and a supportive work environment focusing on career development and wellbeing.

Benefits

27 days leave plus bank holidays

Flexible working hours

Hybrid working model

Career development opportunities

NHS Car lease scheme

Access to high street discounts

Qualifications

• Proven experience in providing customer support.
• Ability to analyze and interpret complex information.
• Strong communication skills effectively liaising with customers.

Responsibilities

• Provide excellent customer support through accurate processing of queries.
• Support multiple workstreams ensuring performance and quality.
• Identify potentially fraudulent applications and follow procedures.

Skills

Customer support

Analytical skills

Communication

Data entry

Empathy

Job description

Overview

The NHS Business Services Authority (BSA) is currently recruiting for Administrative Officers to work across Citizen Services providing administrative support for a number of services. We are a shared services organisation for NHS bodies and BSA departments.

Citizens Services support the delivery of multiple essential services. Working as part of a flexible team, this role will process a range of customer enquiries, such as applications for services, payments for services and general customer queries, across a variety of media methods and technology platforms.

This position is open to all sites and is hybrid working.

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

As a Citizens Services Administrative officer, you will be required to flex between a variety of tasks which could include data entry, analysing and interpreting complex data and communicating with our customers and stakeholders via telephone, email or letter. You'll review and interpret applications, in a timely, accurate and fair manner, in accordance with our internal policies and procedures.

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

In this role, you are accountable for

• Provide excellent customer support through the accurate processing of a range of customer queries, with an emphasis on accuracy, and customer satisfaction.
• Liaising with customers, both internal and external and shows genuine empathy, patience and resilience when communicating with our customers to deliver exceptional customer service and come to an agreed resolution via written and telephone contact.
• Support a variety of work streams, in line with agreed performance and quality levels, and policies and procedures.
• 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. And escalates to a Service Delivery Manager or approved point of contact when required.
• Analysing and interpreting a range of complex information across a variety of different services and workstreams. Process appropriate information from relevant documentation and / or information systems.
• To update amend and annotate relevant actions on computer systems to ensure that the data we hold is accurate and customers receive correct outcomes.
• Processing financial applications and reports. Calculating and arranging payments through Financially Regulated products and investigating cases, comparing manual and system calculations and making judgements.
• Using some autonomy and discretion when deciding customers entitlement within agreed frameworks and reports to other professional organisations on their financial obligations to pay customers.
• Identifying duplicate and potentially fraudulent applications and takes appropriate steps to ensure that Fraud is kept to a minimum.
• Identifying contact from vulnerable customers and follow appropriate procedures.
• Supporting colleagues and act as a mentor when required.
• Performing routine quality checks on samples of work and recording errors.
• Responsible for adhering to data security and GDPR Guidelines
• Sorting incoming and outgoing mail where required, allocating post to the correct work streams, and register work that enters the department into relevant systems.
• Performing routine checks on original documentation and evidence for authenticity and following relevant processes to return evidence to customers.
• Working in an organised manner and complies with office systems already in place to ensure that paperwork is labelled, dated and filed together and can be easily identified and quickly retrieved when necessary.
• Fully participate in meetings, focus groups or workshops to promote innovation and change. Contribute to the on-going review and development of the department and continuous improvement of our services, policies and procedures.
• Uses own initiative to perform own duties in a responsible manner.
• Adheres to Health and Safety procedures and has knowledge of Equality and Diversity policies.