At a Glance
- Tasks: Handle customer enquiries and provide tailored support in a fast-paced environment.
- Company: Join Mapyx Limited, supporting NHS colleagues with their pension benefits.
- Benefits: 27 days leave, flexible working, career development, and wellbeing initiatives.
- Other info: Be part of a diverse team with excellent career growth opportunities.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 28800 - 43200 £ per year.
Overview
Join to apply for the Pensions Customer Administrator role at Mapyx Limited.
Are you passionate about delivering excellent customer service and making a real difference to people\'s lives? Do you thrive in a fast-paced environment where every conversation counts? We’re looking for a friendly and motivated Pensions Customer Administrator to join our team at NHSBSA. 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.
This role is telephony-based working in our Pensions Customer Hub. It is a fantastic opportunity to be part of a service that supports NHS colleagues across the country, helping them understand and manage their pension benefits. You’ll be supported to develop your skills and knowledge and you’ll be part of a team that delivers a service touching millions of lives.
We offer a flexible, hybrid working model with opportunities for career development and a strong focus on wellbeing and inclusion.
What do we offer?
- 27 days leave (increasing with length of service) plus 8 bank holidays
- Flexible working (discussion about options such as compressed hours)
- Flexi time
- Hybrid working model (largely remote)
- Career development
- Active wellbeing and inclusion networks
- Excellent pension
- NHS Car lease scheme
- Access to a wide range of benefits and high street discounts
As a Pensions Customer Administrator, you’ll
- Handle a wide range of customer enquiries across different channels, including sensitive and complex queries
- Provide tailored support and guidance to customers, ensuring every 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, adapting to changing demands and priorities
- Maintain accurate records and audit trails, ensuring data protection and customer security at all times
- Use your communication skills to manage difficult conversations and resolve issues effectively
- Collaborate with colleagues and contribute to service improvements through feedback and ideas
- Support new team members through coaching and mentoring where required
In This Role, You Are Accountable For
- Answering a diverse range of internal and external customer enquiries, which could be sensitive in nature, using a variety of media promptly within agreed performance and quality standards
- Using knowledge and experience to resolve a range of customer queries; escalate where required
- Providing help and guidance to customers, tailoring conversations to their needs across products and services
- Allocating and/or processing standard and non-standard casework using relevant guides and systems
- Analysing and interpreting information across workstreams within the NHS Pension Service
- Maintaining knowledge across multiple pension areas and adapting to changing business needs
- Interpreting policies and procedures, making decisions in line with NHSBSA/DHSC policies
- Following agreed processes to ensure consistent service
- Updating and maintaining customer details on systems with an audit trail
- Handling sensitive information with tact and confidentiality
- Working with computer and telephony systems to input and maintain data accurately
- Managing difficult situations to achieve positive resolutions
- Contributing to service improvements via knowledge sharing and collaboration
- Providing coaching and guidance to colleagues where required
- Complying with data protection and customer security requirements
- Supporting quality assurance and continuous improvement initiatives
- Managing own workload to meet timescales
- Maintaining records of issues and successes and feeding back to managers
- Participating in personal development and growth activities
- Safely handling documents, information and equipment in line with GDPR
Seniority level
- Entry level
Employment type
- Full-time
Job function
- Finance and Sales
Industries
- Administrative and Support Services
We are an equal opportunity employer and welcome applications from all suitably qualified people regardless of race, sex, disability, religion/belief, sexual orientation, or age. We are committed to wellbeing, diversity and inclusion.
Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.
Pensions Customer Administrator in Fleetwood employer: Mapyx Limited
Mapyx Limited is an exceptional employer, offering a supportive and inclusive work environment where employees can thrive. As a Pensions Customer Administrator, you will enjoy flexible working arrangements, extensive career development opportunities, and a strong focus on wellbeing, all while making a meaningful impact on the lives of NHS colleagues across the country. With generous leave entitlements and access to a variety of benefits, Mapyx Limited is dedicated to fostering a culture that values every team member's contribution.
StudySmarter Expert Advice🤫
We think this is how you could land Pensions Customer Administrator in Fleetwood
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Mapyx Limited and the NHSBSA. Understanding their values and mission will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or family member. This will help you articulate your thoughts clearly and confidently, especially when discussing how you can handle sensitive customer enquiries.
✨Tip Number 3
Show off your soft skills! As a Pensions Customer Administrator, communication is key. Be ready to share examples of how you've successfully managed difficult conversations or provided excellent customer service in the past.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that shows your enthusiasm for the role and keeps you fresh in their minds.
We think you need these skills to ace Pensions Customer Administrator in Fleetwood
Some tips for your application 🫡
Show Your Passion for Customer Service:Make sure to highlight your enthusiasm for delivering excellent customer service in your application. We want to see how you can make a real difference in people's lives, so share any relevant experiences that showcase your skills!
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to the Pensions Customer Administrator role. Mention specific skills and experiences that align with the job description, especially around handling sensitive queries.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. We appreciate clarity, especially since you'll be helping customers understand complex pension information!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Mapyx Limited
✨Know Your Stuff
Before the interview, make sure you understand the basics of pensions and the specific services offered by NHSBSA. Brush up on common customer queries and how to handle sensitive information, as this will show your commitment to delivering excellent customer service.
✨Practice Empathy
Since you'll be dealing with sensitive enquiries, practice how to communicate empathetically. Role-play difficult conversations with a friend or family member to get comfortable with managing emotions and providing clear, supportive responses.
✨Show Your Flexibility
The role requires adapting to changing demands, so be ready to discuss examples from your past where you've successfully managed multiple tasks or shifted priorities. Highlight your ability to work in a fast-paced environment and how you thrive under pressure.
✨Ask Smart Questions
At the end of the interview, have a few thoughtful questions prepared about the team dynamics, training opportunities, or how success is measured in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
