Pensions Customer Advisor – Hybrid Role

Brook Street; Newcastle upon Tyne; Hybrid; GBP 26,000 - 29,000; Full time

Benefits offered by this job

Full IT equipment package

Comprehensive training

Job summary

Brook Street is recruiting for NHS Pensions Service as a Pensions Customer Administrator, a call centre role with hybrid working in Newcastle. You will handle inbound pension enquiries, ensure accuracy and compliance, and support stakeholders across multiple pension processes.

The role emphasizes excellent communication, attention to detail, and ability to manage multiple priorities in a fast-paced environment. Training and full IT equipment are provided.

Qualifications

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

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.

Skills

Excellent customer service

Clear communication

Multitasking

Attention to detail

IT literacy

GDPR awareness

Education

GCSE English & Maths

NVQ Level 3 (Customer Service)

Tools

CRM systems

Email management

Job description

Brook Street is recruiting for NHS Pensions Service as a Pensions Customer Administrator, a call centre role with hybrid working in Newcastle. You will handle inbound pension enquiries, ensure accuracy and compliance, and support stakeholders across multiple pension processes.

The role emphasizes excellent communication, attention to detail, and ability to manage multiple priorities in a fast-paced environment. Training and full IT equipment are provided.