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Pension Customer Administrator, Fleetwood
Client: NHS Business Services Authority
Location: Fleetwood, United Kingdom
Job Category: Customer Service
EU work permit required: Yes
Job Reference: a827db56f881
Job Views: 4
Posted: 16.02.2025
Expiry Date: 02.04.2025
Job Description:
NHS AfC: Band 5
Contract: Permanent
Hours: Full time - 37.5 hours per week
Salary: £29,970 - £36,483 per annum
Salary period: Yearly
Closing: 27/02/2025 23:59
Job overview
Do you have a passion for working with people and have natural leadership skills such as influencing, motivating, and engaging well with others?
Our customers are at the heart of everything we do. As a Pensions Team Manager, you will be responsible for supporting your team to provide the best service to our customers and work with colleagues at all levels to provide strong and clear leadership for your team, managing all areas of performance and ensuring that team objectives are achieved.
If you’ve worked in a target-driven environment before, that’s great! We’re looking for someone who’s passionate about helping improve quality and performance. You’ll play a key role in creating a culture of continuous improvement within the team, helping to develop new ways of working that boost performance, enhance customer service, and reduce costs. We’d love to see your ideas make a real difference!
What do we offer?
* 27 days leave (increasing with length of service) plus 8 bank holidays
* Flexible working
* Flexi time
* 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!
We wanted to let you know that our team members currently working at our Hesketh House office in Fleetwood will soon be settling into a brand new office space in Blackpool.
Main duties of the job
* Provide effective day to day management of individuals within the team which promotes the achievement of specific service delivery targets and an excellent customer experience.
* Inspire and motivate the team for optimisation of resource capacity to ensure it meets the work demand through timely interventions and positive performance management.
* For a full list of role accountabilities, please refer to the attached job description.
Working for our organisation
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.
Detailed job description and main responsibilities
In this role, you are accountable for:
1. Ensuring that team objectives are developed and owned that, in turn fully support the overall service objectives. Reporting on progress of such objectives at regular one to one meetings.
2. Promoting continuous improvement in the team; effectively manage change; keeping colleagues informed and motivated throughout any type of changes; supporting colleagues as necessary to adapt and improve the performance of the team.
3. Enhance customer experience and reduce cost by identifying and facilitating potential process improvements to service delivery processes from colleague and customer feedback.
4. Provide leadership and motivation for colleagues which inspires self-management and individual commitment to personal contribution.
5. Contributing towards the preparation of accurate and valid production plans.
6. Accurately collecting and collating data information in a timely manner, effectively using set systems procedures.
7. Build and maintain effective working relationships with extended services linked to Pensions, namely Pensions operational finance and contact centre.
8. Making flexible use of resources to meet performance targets. Assessing performance data, investigating and analysing available systems to make informed decisions about workload planning, trend analysis and workflow issues.
9. Responsible for monitoring and managing workflow proactively, within each allotted process and work stream, assessing resource requirements and ensuring the timely allocation of such resource necessary to ensure delivery of production plans.
10. Being accountable for the performance and development of the team to remove all single points of failure. Agree realistic targets, monitoring and evaluating achievement of same, providing team members with timely constructive feedback.
11. Carry out regular one to one reviews with team members in line with the performance management framework.
12. Identifying, agreeing and securing appropriate interventions, e.g. training, coaching and/or mentoring, necessary to improve the competence and ability of individuals to meet performance standards.
13. Communicating effectively with internal/external customers, resolving queries and answering escalated enquiries to provide an excellent level of customer service. Where necessary, conducting research/obtaining information to resolve queries.
14. Making effective and timely use of all relevant HR policies to support performance management, absence management, and implement policies in accordance with the values and behaviours promoted by the organisation.
15. Facilitate engaging recruitment initiatives which proactively maintain optimum resource levels, liaising with the wider business to co-ordinate various activities for the onboarding of new recruits in line with the recruitment policy.
16. Support the investigation processes for the wider business areas upon successful completion of the disciplinary process in accordance with HR policy, as required.
17. Contributing to the management of the Quality framework by ensuring compliance to procedures. Identifying and recommending improvement opportunities via Management Review which aid the development of colleagues.
18. With the support of the line manager, implement any process improvement initiatives. As part of the implementation process quantify and report on the success (or otherwise) of these to the Senior Management Team.
19. Ensuring effective communication is maintained internally with other teams and departments. Also, that staff briefings and communications are timely and effective to inform colleagues, improving contribution and ensuring technical changes to procedures and systems are implemented.
20. Being an authorised signatory for teams’ overtime sheets and travel expenses.
21. Being observant to health and safety requirements and ensuring staff comply with published guidelines.
22. Being responsible for the security of documents, information and equipment under their control and undertaking all duties with due regards to the terms of the Data Protection Act.
23. Undertaking such other duties as may be required commensurate with pay band and experience.
Person specification
Qualifications
Essential criteria
* Supervisory or Management qualification NVQ level 3 or above, or equivalent qualification or significant work based experience.
Desirable criteria
* NVQ level 4 in Supervisory / Management (or equivalent) or working towards this award.
Personal Qualities, Knowledge and Skills
Essential criteria
* Computer literate, able to adapt to and analyse data from different systems.
* People Management processes / policies
* Absence Management
* Recruitment processes
* Proven leadership and motivation skills, encourages ownership and effective working relationships.
* Committed to continuous improvement, working in partnership with colleagues, able to develop their ideas.
* Excellent organisational, inter-personal and communication skills.
* Ability to handle telephone queries effectively and to manage expectations of dissatisfied customers.
* Flexible and adaptable
* Proven time and self-management skills.
* Assertive, objective with an analytical approach.
* Positive attitude and self-motivated
* Commitment to customer service.
* Approachable
* Resilient.
* Evidence of ability to work using own initiative.
* Discrete and sympathetic with a calm and confident manner.
* Committed to contributing effectively to team working.
Desirable criteria
* Knowledge of improvement techniques and methods
* Knowledge of Quality Management Systems
* Coaching / mentoring
* Presentation skills.
* Report Writing.
* Able to identify implications of changes.
* Wider perspective
Experience
Essential criteria
* Significant relevant experience.
* Experience of managing performance, taking corrective/preventative action and proven delivery of performance improvements.
* Experience of consulting with colleagues, conducting briefings and performance reviews.
* Experience of resource management, managing workflow and multiple tasks.
* Experience of interviewing and recruitment.
* Identify training and development needs.
Desirable criteria
* Liaison with external organisations.
* Experience of Project Work.
* Experience of delivering training.
* Working in a customer service focussed environment.
* Experience of providing excellent written and verbal customer service.
The NHSBSA is passionate about creating a diverse and inclusive organisation, which is a great place to work and truly reflects the diversity of our customers. We welcome applications from talented people of diverse characteristics including age, disability, gender identity and expression, race or ethnicity, religion or belief, sexual orientation, or any marginalised group. We also welcome applications from all those in the Armed Forces Community.
At the NHSBSA we pride ourselves on being a Disability Confident Leader, Stonewall Top 100 employer and we’ve recently been awarded the Employers Network for Equality and Inclusion Gold Standard benchmark.
We offer an invitation to the first stage of the selection process for people with disabilities that wish to be considered under the Disability Confident scheme, and for members of the Armed Forces Community, where all of the essential criteria in the person specification are met.
A copy of our Privacy Notice is available to view at the link below:
NHSBSA Privacy Notice
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