Full job description Pensions Customer Administrator - Call centre role (Band 3)
Service Area
NHS Pensions Services - Inbound calls
Location
Newcastle (Hybrid Working) - MUST BE LOCATED WITHIN 40 MILES OF NEWCASTLE
In person assessment on 11th September - MUST BE AVAILABLE ON THIS DATE
Recruitment Information
*Pay: 13.17 per hour
*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 ca