Pensions Customer Administrator - Call centre role (Band 3)
Service Area
NHS Pensions Services - Inbound calls
Location
Bickerstaffe House Talbot Rd, Blackpool FY1 3AH
In person assessment on 13th/ 14th October - 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 elevate 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.
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