As a team we are passionate about our people - we aim to create an environment that supports our colleagues to thrive, develop and progress.

We are looking for several NHS Pensions Customer Administrators to join our team and carry out vital work that will support the NHS Pensions Service - could this be you?

Service Area: NHS Pension Service
Job Title: Pensions Customer Administrator
Band: Anticipated Band 3
Location: Hybrid - Newcastle - NE1 6SN

Full Time: 37.5 Hours a week

Pay: £12.31 per hour

Job Purpose

Deliver excellent customer service to internal and external customers. Handle inquiries across various media, manage multiple workstreams, process casework accurately, and apply regulations and policies in decision-making. Adapt to shifting priorities to meet customer demands while maintaining high communication and organizational skills.

Key Responsibilities

1. Handle customer inquiries promptly across various channels, ensuring quality and compliance.
2. Use knowledge to resolve queries, escalating as needed.
3. Provide tailored guidance on pension-related services.
4. Process standard and non-standard casework using appropriate guides and systems.
5. Maintain expertise in multiple pension areas and stay updated on changes.
6. Ensure accurate data recording and compliance with GDPR.
7. Manage challenging situations with empathy and professionalism.
8. Deliver first-time resolution, adhering to performance and accuracy standards.
9. Support continuous improvement by reviewing processes and sharing ideas.
10. Train and mentor staff as required.

Essential Skills & Qualities

• Strong customer service and communication skills.
• Ability to manage diverse tasks and meet deadlines.
• Adaptable and resilient in handling complex or difficult inquiries.
• Competent in using various systems and adhering to policies.
• GCSEs in Math and English or equivalent experience.

Desirable: NVQ Level 3 in Customer Service.

Experience

• Proven customer service experience in a policy-driven environment.
• Handling inquiries via telephone and written communication.
• Following detailed technical instructions.

Desirable: Familiarity with email and social media communication.

Working Relationships

Reports to: Team Manager
Connections: NHSBSA customers and colleagues