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Pensions Administrator - NHS BSA - 1st July

  • Location:

    Newcastle upon Tyne

  • Sector:

    Contact Centre

  • Job type:


  • Salary:

    Up to £11.67 per hour + NHS Discount

  • Contact:

    Newcastle CL

  • Contact email:

    [email protected]

  • Job ref:

    NHS BSA_1717427483

  • Published:

    11 days ago

  • Duration:

    6 months +

  • Expiry date:


  • Startdate:


Job Description

Brook Street are looking for Customer Contact Advisors to work for the renowned NHS Business Services Authority. You will be working in an award-winning contact centre with global standard accreditation in the last 12 months. If you have good communication skills and enjoy talking to people, we have the opportunity for you! This role is the perfect stepping-stone into a rewarding career where you can make a difference to the lives of NHS employees, patients, and the public.

The NHS Business Services Authority is an Arm's Length Body of the Department of Health and Social Care. They manage over £35 billion of NHS spend annually delivering a range of national services to NHS organisations, Contractors, patients, and members of the public. Customer and Contact Centre Services (CCS) is a shared service for the NHS Business Services Authority. The Contact Centre handles incoming telephone calls, there is an opportunity to work across various workstreams and media methods. The post holder will work as part of a team to provide excellent customer service to both internal and external customers. As this is intended as a progression role, the post holder will be expected to gain and manage a diverse portfolio of workstreams, which will be flexible to suit the needs of the business and the competence and experience of the advisor.

Please also complete the assessment link attached if you would like to proceed -

What do we offer?

  • Hybrid working - Once your initial training is complete, you can work predominantly from home with the opportunity to be office based should you prefer it, or if the business need requires it. If you chose to work from home, you are expected to attend the office for meetings, team events, development sessions and 1 to 1 meetings where it is deemed necessary.
  • 37.5 hour working weeks. Hours may vary between 7am - 6pm.
  • No outbound calls, and our advisors are empowered to solve customer queries using our bank of support resources and constant connection to a team leader if advice is required.
  • Supportive learning programme provided for all new starters.
  • An industry leading career pathway programme open to all, opening doors to more senior roles or to other teams in the NHSBSA.
  • Active well-being and inclusion networks
  • Access to a wide range of benefits including discounts on high street and online retailers.
  • Band 3
  • £11.67 per hour

Job purpose:

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:

Providing a high level of technical expertise in processing and dealing with complex non-standard case work across all areas of their team.

Delivering high quality customer service, including communicating effectively with customers and stakeholders often on complex and contentious issues. This will involve dealing with current and retrospective enquiries and complaints, from both internal and external customers and will require 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. To administer a relevant allocated work stream to ensure that all statutory and internal targets are met under normal circumstances.
  2. To process cases and correspondence that have been identified as non-standard or which require a high level of technical knowledge to resolve.
  3. To deliver a high level of personal productivity and accuracy over a range of complex/non-standard pensions casework.
  4. To work with a minimal amount of supervision, working autonomously to manage own work and make decisions in own work area.
  5. To communicate effectively with internal and external customers resolving technical and escalated queries by telephone, e-mail and correspondence. Customers may be scheme members, NHS Employers and other external agencies.
  6. To contribute to service improvement through networking and building effective working relationships with colleagues and customers.
  7. To maintain an awareness of the NHS pension scheme and associated regulations, including forthcoming events and changes.
  8. To conduct research and obtain information to resolve queries including analysing complex information to identify, resolve and re-calculate payments as appropriate.
  9. To carry out agreed quality checks of work done in accordance with quality control procedures. Identifies and recommends ideas for improvements to provide better customer service and to reduce risk of errors. This includes feedback regarding technical issues.
  10. To provide management information as requested in an accurate and timely manner.
  11. To contribute to projects for service delivery improvements in your area of technical expertise.
  12. To process stage 1 IDR cases and provide technical advice to contribute to the resolution of stage 2 IDR cases.
  13. Identifies personal training needs and works with Team Manager to establish personal objectives. Contributes to own ORO (Ongoing Review of Objectives).
  14. On occasion participates in organisation wide work groups appropriate to the post holders expertise and experience.
  • Will be required to work on any team within the Pensions Administration Service Delivery area with the minimum amount of training or support

The NHS BSA value and respect the diversity of our colleagues and are committed to being a flexible employer. We are proud to offer flexible working opportunities. Whether you're interested in hybrid working, working from home, flexible hours or job sharing, apply today and we can discuss available options with you.

Please click on the link to gain an insight of what working with the NHS means for you!

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