Pensions Customer Administrator - Call centre role (Band 3)

Brook Street; Lancashire; Ibrido; GBP 30.127.000 - 40.748.000; Tempo pieno

Descrizione del lavoro

NHSBSA is seeking a Pensions Customer Administrator to deliver high quality service on inbound NHS Pension claims and related enquiries. The role requires careful attention to policy, privacy and accuracy while working across multiple pension workstreams.

You will join a team in Blackpool with hybrid working and a mandatory in-person assessment on 13–14 October. The position pays 13.17 per hour for 37.5 hours per week, with training and IT equipment provided to support performance.

Competenze

• Experience in a customer service environment.
• Experience communicating with customers by telephone and in writing.
• Experience following detailed policies, procedures and quality standards.
• Experience handling varied workloads and responding to different enquiries.

Mansioni

• Deliver high-quality customer service via telephone, email and written correspondence.
• Respond to a wide range of customer enquiries, including complex issues.
• Process standard and non-standard pension casework accurately within service levels.
• Analyse information to make informed processing decisions.
• Maintain accurate customer records with complete audit trail.
• Handle confidential information in line with GDPR and NHSBSA policies.
• Manage expectations and resolve difficult situations with empathy and tact.
• Work across different pension workstreams to meet business needs.
• Aim for individual and team performance against targets.
• Identify technical or system issues and escalate as needed.
• Support process improvements and knowledge sharing.

Conoscenze

Excellent customer service

Written communication

Verbal communication

Meet deadlines

Manage multiple tasks

Empathy in difficult situations

Organisation

Time management

Policy interpretation

Attention to detail

IT literacy

Formazione

GCSE English & Maths

NVQ Level 3 in Customer Service

Descrizione del lavoro

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.
• Experience understanding and following detailed, complex technical instructions.
• Experience following detailed policies, procedures and quality standards.
• Experience managing a varied workload and responding to different customer enquiries.

Desirable Experience

• Experience supporting customers via email or other digital communication channels.
• Experience working across multiple IT systems.

Qualifications

Essential

• GCSE English and Maths at Grade C (or equivalent) or above.
• Equivalent work-based experience will also be considered where appropriate.

Desirable

• NVQ Level 3 (or equivalent) in Customer Service.

Working Style

This role requires a flexible approach, with the ability to work across multiple areas of the NHS Pensions Service according to business need. You will work collaboratively with colleagues and stakeholders while maintaining a strong customer focus and consistently delivering high standards of accuracy and service.

Our Values

As an NHSBSA employee, you will be expected to:

• Put customers at the centre of everything you do.
• Demonstrate professionalism, integrity and accountability.
• Promote equality, diversity and inclusion.
• Contribute to a positive, supportive and safe working environment.
• Support continuous improvement and innovation.
• Build positive working relationships across the organisation.
• Comply with all NHSBSA policies, procedures and regulatory requirements.