Pensions Customer Administrator

Overview

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Are you passionate about delivering excellent customer service and making a real difference to people’s lives? This telephony-based role is based in our Pensions Customer Hub, helping NHS colleagues across the country understand and manage their pension benefits. You’ll be at the heart of our customer experience, handling enquiries via phone, email and other channels, and ensuring every interaction is helpful, clear and supportive. You’ll be part of a team that supports the NHS Pension Service and has opportunities to develop your skills while delivering a service that matters to millions of people.

We operate with a flexible approach and support hybrid working where possible.

Main duties of the job

• Handle a wide range of customer enquiries across different channels, including sensitive and complex queries.
• Provide tailored guidance to customers, ensuring each interaction is clear, empathetic and helpful.
• Process casework accurately using technical guides and systems, applying knowledge of policies and procedures.
• Work flexibly across different areas of the NHS Pension Service to adapt to changing demands.
• Maintain accurate records and audit trails, ensuring data protection and customer security.
• Use effective communication to manage difficult conversations and resolve issues.
• Collaborate with colleagues and contribute to service improvements through feedback and ideas.
• Support new team members through coaching and mentoring where required.

What we’re looking for

• Qualifications — Essential: Three GCSE passes, including Maths and English or equivalent qualification or work-based experience.
• Desirable — NVQ 3 or equivalent in customer service.
• Experience — Desirable: Experience of other forms of communication such as email, social media; computer literacy.
• Personal qualities, knowledge and skills — Essential: Flexible, adaptable, able to respond to a wide variety of queries; able to manage a diverse workload. Desirable: attention to detail.
• Experience – Essential — Customer service experience in a quality-controlled environment, handling telephone and written communication; ability to follow detailed technical instructions.
• Additional — Essential: Excellent communication skills (written and verbal); proven time and self-management skills. Desirable: ability to work quickly and accurately with good grammar and spelling.

What we offer

• 27 days leave (increasing with length of service) plus 8 bank holidays
• Flexible working arrangements (including compressed hours)
• Flexi time and hybrid working model
• Career development
• Active wellbeing and inclusion networks
• Excellent pension
• NHS Car lease scheme
• Access to a wide range of benefits and discounts

Location notes and additional opportunities are listed in the job advert. If you want to find out more, we welcome conversations about this opportunity.