Service area: NHS Pensions
Job title: Pensions Administrator
Pay Rate: £10.19 per hour
Duration: 6 months with a view to becoming permanent
The customer is at the heart of everything that we do. This role plays an important part of the service we provide to those customers.
In this role, you are accountable for:
Delivering high quality customer service while working on documented, standard case-work. This will involve dealing with current and retrospective enquiries, from both internal and external customers and will require routine analysis, investigation, payment calculations and reconciliation of information.
The post holder may also be asked to support less experienced staff on duties that are within their work area of expertise and knowledge.
In addition to the above accountabilities, as post holder you are expected to:
1. Inform the workflow team in advance of your planned working pattern
2. To process cases and associated correspondence as allocated using the workflow tool effectively.
3. Work to an agreed and consistent level of personal productivity, accuracy and effectiveness over a range of Pensions casework.
4. To work with a minimal amount of supervision, taking responsibility for completing allocated cases on work that you are fully trained to carry out and actively seeking guidance where necessary to avoid any delay for the customer.
5. Participate in daily huddles, actively understanding information and offering contribution for peer colleagues to share best practice.
6. To communicate effectively and to a high standard with internal colleagues and external customers resolving queries by telephone, e-mail and correspondence. External customers vary between Pension scheme members, NHS Employers, financial bodies and other external agencies.
7. To contribute to service improvement through championing excellence in all activities.
8. To maintain self-awareness of the NHS Pension Schemes and associated regulation changes by reading relevant communications that are issued and via training, technical or compliance teams.
9. Identify personal training needs and work with the Operations Manager to establish personal objectives. Contributes to own ORO (Ongoing Review of Objectives).and one to ones.
10. Participate in cross skilling activities to promote flexibility of working across multiple areas and schemes.
11. Apply due diligence across all tasks for high levels of accuracy and discuss any errors with your Quality Coach, agreeing a plan for improved accuracy if necessary.
12. To contribute to projects for service delivery improvements in your area of expertise as delegated by the Operations Manager.
13. Make yourself aware of NHSBSA values and core capabilities in order to demonstrate in all aspects of your work.
14. Make yourself aware of NHSBSA policies, procedures and protocols in order to apply to your role.