Pensions Customer Administrator - Call centre role

Job Description

Pensions Customer Administrator - Call centre role (Band 3)

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Service Area

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NHS Pensions Services - Inbound calls

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Location

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Newcastle (Hybrid Working) - MUST BE LOCATED WITHIN 40 MILES OF NEWCASTLE

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In person assessment on 11th September - MUST BE AVAILABLE ON THIS DATE

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Recruitment Information

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• Pay: 13.17 per hour
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• Hours: 37.5 hours per week, Monday to Friday between 8:00am and 6:00pm
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• Band: Band 3 - Pay Step Point 1
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• Contract: Hybrid working, with regular office attendance required 2+ times a month expectation
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• Training & Equipment: Full IT equipment package and comprehensive training will be provided.
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About the Role

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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.

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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.

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Key Responsibilities

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• Deliver high-quality customer service through telephone, email and written correspondence.
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• Respond to a wide range of customer enquiries, including complex and sensitive pension-related issues.
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• Process both standard and non-standard pension casework accurately and within agreed service levels.
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• Analyse and interpret customer information, policies and procedures to make informed processing decisions.
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• Maintain accurate customer records across multiple systems while ensuring a complete audit trail.
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• Handle confidential and sensitive information in accordance with GDPR and NHSBSA policies.
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• Manage customer expectations professionally, including resolving difficult or emotional situations with empathy and tact.
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• Work flexibly across different pension workstreams to meet changing business and customer demands.
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• Achieve individual and team performance, quality and productivity targets.
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• Identify and escalate technical or system issues where appropriate.
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• Contribute to continuous service improvement by suggesting and supporting improvements to processes and working practices.
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• Support colleagues through knowledge sharing, coaching, mentoring or quality checking when required.
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• Participate in personal development activities and the NHSBSA GROW performance process.
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What You'll Bring

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Essential Skills

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• Excellent customer service and communication skills.
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• Strong written and verbal communication skills.
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• Ability to deliver excellent customer service while meeting deadlines and performance targets.
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• Ability to manage multiple tasks and priorities simultaneously.
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• Confidence handling complex customer enquiries and resolving issues.
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• Ability to remain calm and professional when dealing with challenging or distressed customers.
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• Strong organisational and time management skills.
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• Flexible and adaptable approach to work.
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• Ability to interpret policies, procedures and technical guidance accurately.
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• Good attention to detail.
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• IT literate with confidence using multiple computer systems.
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Essential Experience

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• Experience working in a customer service-focused environment.
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• Experience communicating with internal and external customers by telephone and in writing.
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• Experience understanding and following detailed, complex technical instructions.
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• Experience following detailed policies, procedures and quality standards.
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• Experience managing a varied workload and responding to different customer enquiries.
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Desirable Experience

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• Experience supporting customers via email or other digital communication channels.
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• Experience working across multiple IT systems.
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Qualifications

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Essential

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• GCSE English and Maths at Grade C (or equivalent) or above.
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• Equivalent work-based experience will also be considered where appropriate.
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Desirable

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• NVQ Level 3 (or equivalent) in Customer Service.
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Working Style

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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.

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Our Values

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As an NHSBSA employee, you will be expected to:

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• Put customers at the centre of everything you do.
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• Demonstrate professionalism, integrity and accountability.
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• Promote equality, diversity and inclusion.
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• Contribute to a positive, supportive and safe working environment.
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• Support continuous improvement and innovation.
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• Build positive working relationships across the organisation.
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• Comply with all NHSBSA policies, procedures and regulatory requirements.
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Reporting To

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Team Manager (with occasional reporting to a Deputy Team Manager when required).

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Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

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As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

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Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

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In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.