If you are self-motivated, enjoy working in a customer-focused environment, and can manage a diverse workload, the NHS Business Services Authority (NHSBSA) has 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.
What do we offer?
* A permanent role (on completion of a 6-month probationary period) working on a variety of different tasks as required.
* Working days will be Monday to Friday, with flexible hours available from 7 am into the evening. At times there may be a need for you to work specific daytime hours depending on the task you are assigned to.
* 27 days leave (increasing with length of service) plus bank holidays.
* NHS pension.
* Hybrid working. Office attendance may be required so you must live a reasonable distance from our site in Newcastle, city centre.
* Access to a wide range of benefits and high street 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 document responses in the SUPPORTING INFORMATION section of the application form (600 words max):
1. Tell us about a time when you have analysed and interpreted complex information from a variety of sources?
2. Tell us what experience you have of dealing with customers?
3. Tell us what exposure you have had to working flexibly on a variety of tasks and how you manage the workload?
4. Tell us about a time when you have followed technical instructions to complete a task?
About us
Here at the NHS Business Services Authority (NHSBSA), what we do matters. We manage the NHS Pension scheme, process prescription payments, and more. Our services are used by NHS organisations, contractors, and the public: we take pride in being part of something so meaningful that touches millions of lives. Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That's why when you join us, you'll be empowered and given the right support to help your career grow. As one of the UK's Best Big Companies to work for, we're all 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 voice is heard, and every colleague is supported and respected. Wellbeing, diversity, and inclusion are at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work. We welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing, and more. Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you. We are people connected to care.
Job responsibilities
In this role, you are accountable for:
* Analysing and interpreting a range of complex information across a variety of different services and workstreams. Processing appropriate information from relevant documentation and/or information systems.
* Creating reports that can be presented to internal and external customers and stakeholders.
* Comprehending and interpreting policies and procedures across a range of work areas. Making decisions in line with current NHSBSA, DH&SC, PHE policies, and appropriate processing rules.
* Working on relevant computer system applications, accurately inputting, updating, and amending information, including customer details, according to set procedures to ensure that the enquiries are handled appropriately and actioned fully.
* Using knowledge and guidance to make appropriate decisions in line with current policies and regulations.
* Showing genuine empathy, patience, and resilience when communicating with our customers to deliver exceptional customer service and come to an agreed resolution.
* Working to agreed performance and accuracy targets and standards, complying with all regulatory requirements such as Data Protection.
* Collaborating to identify improvement across a range of business functions.
* Providing a flexible service to all NHSBSA customers with an emphasis on customer satisfaction.
* Managing own workload and operating all services in line with Service Level Agreements, internal agreements and policies, technical instructions, and procedures, and within agreed time scales.
* Treating people with respect under all circumstances, upholding and demonstrating the values and behaviours of the NHSBSA.
* Providing phone contact and email support with stakeholders, internal and external customers, and clients. Face-to-face and virtual meetings may be required.
* Identifying and communicating any non-routine technical or system issues to appropriate people.
* Training, coaching, and mentoring new or established staff to the duties of the role when required.
* Processing quality standard sampling checks and providing feedback to managers and colleagues when required.
* Participating in, and contributing to, the ORO+ process. Taking ownership and responsibility for your personal development.
* Demonstrating an appreciation of Quality by complying with all Quality Systems, identifying and recommending opportunities to improve working practices.
* Being responsible for the security of documents, information, and equipment under your control and undertaking all duties in line with GDPR regulations.
Person Specification
Qualifications
* 3 GCSEs Grade C or above - Maths and English (or equivalent experience).
Personal Qualities, Knowledge & Skills
* Good standard of PC and 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
* 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
* 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.
* Experience of working in a customer service-focused environment.
#J-18808-Ljbffr