PCS Processing and Customer Advisor - Wakefield

PCS Processing and Customer Advisor – Wakefield, WF1 3UB

Salary: £24,625 to £25,674 a year

Contract: Permanent

Working Pattern: Full-time, Flexible working

Reference Number: G9914-25-0150

Job summary
If you are self-motivated, enjoy working in a customer focused environment and can manage a diverse workload, the NHS Business Services Authority have the opportunity for you! We are looking for several colleagues to join our team of Processing and Customer Advisors on a permanent basis.
If you enjoy working independently and are confident in handling detailed information, you have what this role needs! You will join the Prescription Processing Teams, working to accurately reimburse contractor payments and collate prescribing information.
You will be responsible for interpreting complex prescription forms and processing the details into bespoke systems, following set rules and procedures. A high attention to detail and accuracy is key. The role also requires communicating with our customers and stakeholders via telephone, email or letter.
Please note, this is a remote position however office attendance may be required so you must live a reasonable distance from our site at Wakefield
What do we offer?
o Hybrid working – Flexibility to work predominantly from home with the opportunity to be office based should you prefer, or if business needs require ito 27 days leave (increasing with length of service) plus 8 bank holidayso Opportunities for developmento Wellbeing and inclusion networkso Excellent pensiono Various salary sacrifice schemeso Employee Assistance programme, free 24/7o Access to a wide range of benefits such as high street, online discounts
Main duties of the job
As a Processing and Customer Advisor you will be required to flex between a variety of tasks which could include complex data entry, analysing and interpreting complex data and communicating with our customers and stakeholders via telephone, email or letter.
You will be able to demonstrate these essential skills and knowledge:

• High level of accuracy and attention to detail
• Comfortable with repetitive work
• Time management and ability to work flexibly to ensure deadlines are achieved
• Computer proficiency and keyboard skills
• Excellent Customer Service Skills
• Self-motivated
• Well organised and discreet

When you apply for the role, please give examples of where your experience and skills meet the criteria we are looking for. Also please ensure you answer the following questions and documenting responses in the SUPPORTING INFORMATION section of the application form (600 words max).

• Tell us about how you keep yourself motivated when completing tasks independently?
• Tell us what experience you have of dealing with customers?
• Tell us about a time when you have followed detailed technical instructions to complete a task?
• Can you give an example of when you have shown a high level of work accuracy whilst working at speed?

Please note that we reserve the right to close posts as soon as sufficient applications are received.
About us
Here at the NHS Business Services Authority (NHSBSA), what we do matters.We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we\\\\\\\’re proud to be part of something meaningful, that touches millions of lives.We design our services around customer needs and place people at the heart of our organisation. That\\\\\\\’s why when you join us, you\\\\\\\’ll be empowered and supported to help your career grow.As one of the UK\\\\\\\’s Best Big Companies to work for, we\\\\\\\’re connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.We\\\\\\\’re committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!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.We are people connected to care.
Job description
Job responsibilities
In this role, you are accountable for: 1. To analyse and interpret a range of complex information across a variety of different services and workstreams. Processappropriate information from relevant documentation and / or information systems. 2. Creating reports that can be presented to internal and external customers and stakeholders. 3. Ability to comprehend and interpret policies and procedures across a range of work areas. Make decisions in line with current NHSBSA, DH&SC, PHE policies and appropriate processing rules. 4. Working on relevant computer system applications, accurately inputting, updating, and amending information, including where appropriate customer details, according to set procedures to ensure that the enquiries are handled appropriately and actioned fully. 5. Using knowledge and guidance make appropriate decisions in line with current policies and regulations. 6. Ability to show genuine empathy, patience and resilience when communicating with our customers to deliver exceptionalcustomer service and come to an agreed resolution. 7. Working to agreed performance and accuracy targets and standards, complying with all regulatory requirements such as Data Protection. 8. Working collaboratively to identify improvement across a range of business functions.9. Providing a flexible service to all NHSBSA customers with an emphasis on customer satisfaction. 10. Manages own workload and operates all services in line with Service Level Agreements, internal agreements and policies,technical instructions, and procedures and within agreed time scales. 11. Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of theNHSBSA.12. Phone contact and email support required with stakeholders, internal and external customers, and clients. Face to face andvirtual meetings may be required. 13. Identify and communicate any non-routine technical or system issues to appropriate people.14. Where required, may be requested to train, coach and mentor new or established staff to the duties of the role. 15. Where required, process quality standard sampling checks and provide feedback to managers and colleagues. 16. Participate in, and contribute to, the ORO+ process. Take ownership and responsibility for your personal development.17. Demonstrate an appreciation of Quality by complying with all Quality Systems, identifying, and recommending opportunities toimprove working practices. 18. Responsible for the security of documents, information and equipment under their control and undertakes all duties in line with GDPR regulations.
Person Specification
Qualifications
Essential

• 3 GCSE\\\\\\\’s Grade C or above – Maths and English (or equivalent experience).

Desirable

• NVQ Level 3.

Personal Qualities, Knowledge & Skills
Essential

• Good Standard of PC & keyboard skills. Ability to use IT programmes confidently.
• Experience of data entry or processing. Ability to work quickly and accurately with an eye for detail.
• Able to deliver excellent service whilst meeting deadlines and targets. Proven time and self-management skills.
• Ability to negotiate and resolve queries effectively. Ability to remain calm when dealing with emotional, difficult, or dissatisfied customers.
• Flexible approach to work and able to manage a diverse workload. Adaptable, with proven ability to respond to and switch between a wide variety of queries effectively.
• Excellent communication skills both written and verbal.

Disposition
Essential

• Positive attitude and self-motivated. Evidence of ability to work using own initiative.
• Discreet and sympathetic with a calm and confident manner.
• Committed to contributing effectively to team working. Reliable and committed.
• Resilient.

Experience
Essential

• Experience of working in a quality-controlled environment following detailed policies and procedures.
• Experience of dealing with internal and external customers on the telephone and in written communications.
• Experience of understanding and following detailed technical instructions.

Desirable

• Experience of working in a customer service focussed environment.

**** When applying for this role, please read the Supporting Documents on the apply page. ***