Customer Administrator

Brook Street; Lancashire; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Full IT equipment package

Comprehensive training

Hybrid working

Job summary

NHS Pensions Services in Blackpool is seeking a Pensions Customer Administrator for an inbound call centre role. You will manage enquiries and pension casework with accuracy while upholding NHSBSA policies. The role requires strong communication and flexible support across pension workstreams.

The position offers hybrid working and requires in-person assessment on 13th/14th October. Training and IT equipment are provided, with a focus on delivering excellent customer service.

Qualifications

• Excellent customer service and communication skills.
• Strong written and verbal communication skills.
• Ability to deliver excellent service while meeting deadlines and performance targets.
• IT literate with confidence using multiple computer systems.

Responsibilities

• Deliver high-quality customer service through telephone, email and written correspondence.
• Respond to a wide range of customer enquiries, including complex and sensitive pension-related issues.
• Process standard and non-standard pension casework accurately and within service levels.
• Analyse and interpret customer information, policies and procedures to make informed processing decisions.
• Maintain accurate customer records across multiple systems with an audit trail.
• Handle confidential information in line with GDPR and NHSBSA policies.
• Manage expectations and resolve difficult or distressed customer situations with empathy.
• Work across different pension workstreams to meet demands.
• Achieve individual and team performance, quality and productivity targets.
• Identify and escalate technical or system issues as needed.
• Contribute to continuous service improvement and knowledge sharing.

Skills

Customer service

Communication

Time management

IT literacy

Tools

IT systems

Job description

Pensions Customer Administrator - Call centre role (Band 3)

Service Area

NHS Pensions Services - Inbound calls

Location

Bickerstaffe House Talbot Rd, Blackpool FY1 3AH
In person assessment on 13th/ 14th October - MUST BE AVAILABLE ON THIS DATE

Recruitment Information

• Pay: 13.17 per hour
• Hours: 37.5 hours per week, Monday to Friday between 8:00am and 6:00pm
• Band: Band 3 - Pay Step Point 1
• Contract: Hybrid working, with regular office attendance required 2+ times a month expectation
• Training & Equipment: Full IT equipment package and comprehensive training will be provided.

About the Role

As a Pensions Customer Administrator, you will play a vital role in delivering an outstanding customer experience for NHS Pension Scheme members, employers and stakeholders. Working as part of a collaborative team, you will manage customer enquiries and pension casework across multiple service areas while ensuring accuracy, efficiency and compliance with NHSBSA policies and procedures.

This is a varied and rewarding role requiring excellent communication skills, strong attention to detail and the ability to manage multiple priorities in a fast-paced environment. You will work across a range of pension processes, applying legislation, policies and technical guidance to resolve customer enquiries and process pension-related transactions.

Key Responsibilities

• Deliver high-quality customer service through telephone, email and written correspondence.
• Respond to a wide range of customer enquiries, including complex and sensitive pension-related issues.
• Process both standard and non-standard pension casework accurately and within agreed service levels.
• Analyse and interpret customer information, policies and procedures to make informed processing decisions.
• Maintain accurate customer records across multiple systems while ensuring a complete audit trail.
• Handle confidential and sensitive information in accordance with GDPR and NHSBSA policies.
• Manage customer expectations professionally, including resolving difficult or emotional situations with empathy and tact.
• Work flexibly across different pension workstreams to meet changing business and customer demands.
• Achieve individual and team performance, quality and productivity targets.
• Identify and elevate technical or system issues where appropriate.
• Contribute to continuous service improvement by suggesting and supporting improvements to processes and working practices.
• Support colleagues through knowledge sharing, coaching, mentoring or quality checking when required.
• Participate in personal development activities and the NHSBSA GROW performance process.

What You'll Bring

Essential Skills

• Excellent customer service and communication skills.
• Strong written and verbal communication skills.
• Ability to deliver excellent customer service while meeting deadlines and performance targets.
• Ability to manage multiple tasks and priorities simultaneously.
• Confidence handling complex customer enquiries and resolving issues.
• Ability to remain calm and professional when dealing with challenging or distressed customers.
• Strong organisational and time management skills.
• Flexible and adaptable approach to work.
• Ability to interpret policies, procedures and technical guidance accurately.
• Good attention to detail.
• IT literate with confidence using multiple computer systems.

Essential Experience

• Experience working in a customer service-focused environment.
• Experience communicating with internal and external customers by telephone and in writing.