Pensions Customer Administrator

Do you enjoy helping people and making a real difference? Are you looking for a role where you can grow your skills, be supported, and feel part of something meaningful?

Join us as a Pensions Customer Administrator and play a key part in supporting NHS colleagues across the country. You’ll provide clear, friendly, and accurate support to customers who rely on the NHS Pension Scheme. If you enjoy working with numbers , problem ‑ solving and being part of a team that cares about doing things well, this could be the perfect fit for you.

You’ll work with supportive colleagues, learn new skills, and be part of an organisation committed to helping people live longer, healthier lives.

These vacancies are hybrid roles based in Blackpool.

For this vacancy, we strongly recommend that applicants consult an immigration specialist or qualified advisor to assess their eligibility for Visa Sponsorship before deciding to apply. Please note that while we consider sponsorship requests in accordance with current NHSBSA guidance and Home Office policy, initial and ongoing sponsorship cannot be guaranteed.

What do we offer?

• 27 days leave (increasing with length of service) plus 8 bank holidays
• Hybrid working model
• Career development
• Active wellbeing and inclusion networks
• Excellent pension (23.7% employer contribution)
• Access to a wide range of benefits and high street discounts!

In this role, you’ll provide excellent customer service to people who contact us about their NHS Pension. You’ll perform manual calculations and use government regulations to offer clear guidance and help customers understand sometimes complex information.

Following our supportive 2-month training package, you’ll apply your knowledge of our procedures to process casework and make accurate decisions . You’ll handle detailed information and respond sensitively when customers are dealing with important or life-changing events.

Working as part of a flexible, encouraging team, you’ll :
Handle a wide range of customer enquiries

Perform numerical calculations in line with regulations

Use judgement to resolve queries or escalate when appropriate

Analyse information and make processing decisions

Keep customer records accurate and up to date

Work across multiple systems and processes

Support colleagues through teamworking and sharing knowledge

Manage your workload to meet agreed standards and timescales

Help us continuously improve the way we work

For a more detailed breakdown of the role and responsibilities please take a look at the job description attached to the advert.

Please note that once a sufficient number of applications have been received, the role may close prior to the current closing date. Please submit your application as soon as possible to avoid disappointment.

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.

Answering a diverse range of internal and external customer enquiries, which could be sensitive in nature using a variety of media methods promptly within agreed performance, quality and other service level agreements, carrying out routine analysis and investigation of information and take initiative to determine appropriate course of action.

Using knowledge and experience to resolve a range of customer queries which may require use of own judgement, escalating where it is required.

Providing help and guidance to customers, tailoring conversations to the customers’ needs across a variety of different products and services. Ensuring that the customer is at the heart of everything that you do.

Allocating and/or processing standard and non-standard casework using appropriate information from relevant technical guides, process guides and/or systems. This will require an appropriate level of technical knowledge to resolve.

Analysing and interpreting a range of complex information across a variety of different workstreams across the NHS Pension Service.

Maintaining knowledge over several different areas within pensions, having the flexibility to quickly move to different areas of expertise to satisfy business need and meet customer demands.

Comprehending and interpreting policies and procedures across a range of work areas. Make appropriate decisions in line with current NHSBSA/DHSC policies and appropriate processing rules.

Following agreed processes and standard operating practice to ensure consistent service is provided to customers.

Updating and maintaining customer details on a variety of systems, ensuring information is accurately recorded and a clear audit trail is maintained.

Providing, receiving, and dealing with sensitive and confidential information, sometimes requiring tactful reassurance to customers with regards to life changing events relating to individuals NHS Pension benefits.

Working on a range of computer and telephony system applications, accurately inputting, maintaining, updating and amending customer information according to set procedures to ensure that the customers’ enquiries are handled appropriately and resolved fully.

Managing difficult situations to satisfy a customer who is frustrated, you will be required to listen effectively and show empathy while seeking a positive resolution.

Resolving customer enquiries, using relevant system applications, ensuring accurate data input, updating information, including where there are changes to pay etc, according to set procedures to ensure that the enquiries are handled appropriately and actioned fully.

Ability to comprehend and interpret policies and procedures across a variety of work areas. Using our internal online Knowledge Base to provide consistency of response.

Applying a range of communication skills, some of which may be complex, by either phone contact, correspondence and email support required with stakeholders, internal and external customers, and clients. Face to face and virtual meetings may be also required to facilitate the transfer of information.

Working to agreed performance and accuracy targets and standards, complying with all regulatory requirements such as Data Protection, Customer Security and understanding and supporting vulnerable customers.

Demonstrating an appreciation for Quality Assurance by seeking to resolve the contact and/or process casework right first time, understanding reasons for errors, complying with all Quality Systems, identifying and recommending opportunities to improve working practices.

Managing own allocated workload to ensure tasks are completed within agreed timescale?

Encouraging a culture of continuous improvements by ensuring that procedures are constantly reviewed, developed and maintained and adhered to and ensure that suggestions for improvement are submitted in accordance with best practice, policies and procedures.

Contributing to service improvement through internal networking, sharing suggestions and building effective working relationships with colleagues and customers.

Identifying and communicating any non-routine technical or system issues to appropriate colleagues, escalating where necessary.

Where required, sharing knowledge with others through a variety of methods, training, coaching and mentoring new or established staff in accordance with the duties of the role.

Where required, providing a quality checking service to the team covering all processes and areas of work. Ensuring agreed process and standard operating procedures have been followed. Maintain a record of issues and successes, providing feedback to managers and colleagues.

Participating in, and contributing to, the GROW process. Taking ownership and responsibility for your personal development

Responsible for the safe security of documents, information and equipment under their control and undertakes all duties in line with GDPR regulations.