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Pensions Customer Administrator - Call centre role (Band 3)

Service Area

NHS Pensions Services - Inbound calls

Location

Newcastle (Hybrid Working)

Recruitment Information

• Start Date: 1 September 2026
• 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 escalate 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.

Reporting To

Team Manager (with occasional reporting to a Deputy Team Manager when required).

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.