Pensions Customer Support Specialist - Hybrid

Brook Street; Lancashire; On-site; 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

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.