Job summary Newcastle / Fleetwood Hybrid The NHS Business Services Authority (BSA) is currently recruiting for Administrative Officers to work across Citizen Services providing administrative support for a number of services. We are a shared services organisation for NHS bodies and BSA departments. What do we offer? 27 days leave (increasing with length of service) plus 8 bank holidays Flexible working (we are happy to discuss options such as compressed hours) Flexi time Hybrid working model (we are currently working largely remotely) Career development Active wellbeing and inclusion networks Excellent pension NHS Car lease scheme Access to a wide range of benefits and high street discounts Main duties of the job As a Citizens Services Administrative officer, you will be required to flex between a variety of tasks which could include data entry, analysing and interpreting complex data and communicating with our customers and stakeholders via telephone, email or letter. You'll review and interpret applications, in a timely, accurate and fair manner, in accordance with our internal policies and procedures. About us 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 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 is 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. Date posted 06 November 2024 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year Contract Permanent Working pattern Full-time Reference number 914-BSA4851 Job locations Bridge House 152 Pilgrim Street Newcastle NE1 6SN Job description Job responsibilities In this role, you are accountable for Provide excellent customer support through the accurate processing of a range of customer queries, with an emphasis on accuracy, and customer satisfaction Liaising with customers, both internal and external and shows genuine empathy, patience and resilience when communicating with our customers to deliver exceptional customer service and come to an agreed resolution via written and telephone contact. Support a variety of work streams, in line with agreed performance and quality levels, and policies and procedures. 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. And escalates to a Service Delivery Manager or approved point of contact when required. Analysing and interpreting a range of complex information across a variety of different services and workstreams. Process appropriate information from relevant documentation and / or information systems. To update amend and annotate relevant actions on computer systems to ensure that the data we hold is accurate and customers receive correct outcomes. Processing financial applications and reports. Calculating and arranging payments through Financially Regulated products and investigating cases, comparing manual and system calculations and making judgements. Using some autonomy and discretion when deciding customers entitlement within agreed frameworks and reports to other professional organisations on their financial obligations to pay customers. Identifying duplicate and potentially fraudulent applications and takes appropriate steps to ensure that Fraud is kept to a minimum. Identifying contact from vulnerable customers and follow appropriate procedures. Supporting colleagues and act as a mentor when required. Performing routine quality checks on samples of work and recording errors. Responsible for adhering to data security and GDPR Guidelines. Sorting incoming and outgoing mail where required, allocating post to the correct work streams, and register work that enters the department into relevant systems. Performing routine checks on original documentation and evidence for authenticity and following relevant processes to return evidence to customers. Working in an organised manner and complies with office systems already in place to ensure that paperwork is labelled, dated and filed together and can be easily identified and quickly retrieved when necessary. Fully participate in meetings, focus groups or workshops to promote innovation and change. Contribute to the on-going review and development of the department and continuous improvement of our services, policies and procedures. Uses own initiative to perform own duties in a responsible manner Adheres to Health and Safety procedures and has knowledge of Equality and Diversity policies. Job description Job responsibilities In this role, you are accountable for Provide excellent customer support through the accurate processing of a range of customer queries, with an emphasis on accuracy, and customer satisfaction Liaising with customers, both internal and external and shows genuine empathy, patience and resilience when communicating with our customers to deliver exceptional customer service and come to an agreed resolution via written and telephone contact. Support a variety of work streams, in line with agreed performance and quality levels, and policies and procedures. 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. And escalates to a Service Delivery Manager or approved point of contact when required. Analysing and interpreting a range of complex information across a variety of different services and workstreams. Process appropriate information from relevant documentation and / or information systems. To update amend and annotate relevant actions on computer systems to ensure that the data we hold is accurate and customers receive correct outcomes. Processing financial applications and reports. Calculating and arranging payments through Financially Regulated products and investigating cases, comparing manual and system calculations and making judgements. Using some autonomy and discretion when deciding customers entitlement within agreed frameworks and reports to other professional organisations on their financial obligations to pay customers. Identifying duplicate and potentially fraudulent applications and takes appropriate steps to ensure that Fraud is kept to a minimum. Identifying contact from vulnerable customers and follow appropriate procedures. Supporting colleagues and act as a mentor when required. Performing routine quality checks on samples of work and recording errors. Responsible for adhering to data security and GDPR Guidelines. Sorting incoming and outgoing mail where required, allocating post to the correct work streams, and register work that enters the department into relevant systems. Performing routine checks on original documentation and evidence for authenticity and following relevant processes to return evidence to customers. Working in an organised manner and complies with office systems already in place to ensure that paperwork is labelled, dated and filed together and can be easily identified and quickly retrieved when necessary. Fully participate in meetings, focus groups or workshops to promote innovation and change. Contribute to the on-going review and development of the department and continuous improvement of our services, policies and procedures. Uses own initiative to perform own duties in a responsible manner Adheres to Health and Safety procedures and has knowledge of Equality and Diversity policies. Person Specification Personal Qualities, Knowledge and Skills Essential Ability to organise and prioritise workload Work quickly and accurately with an eye for details while following procedures. Able to deliver excellent customer service whilst meeting deadlines and targets. Adaptable, with proven ability to respond to and switch between a wide variety of work effectively and with limited notice. Can concentrate for long periods of time working on routine tasks and is self-motivated. Flexible with a positive attitude Ability to work effectively within a team Be reliable and committed Good standard of PC and keyboard skills Ability to use IT programmes confidently Resilient. Desirable Excellent telephone skills, confident in dealing with customers. Neat handwriting, good grammar and spelling. Calm and confident manner. Ability to work using own initiative. Experience Essential Experience of understanding and following policies and procedures Desirable Experience of working in a clerical, customer focused environment and/or data input. Written communication with customers. Experience of working in a quality-controlled environment followed detailed policies and procedures to meet targets in a pressured environment. Qualifications Essential GCSE Maths and English grade C or above or equivalent qualification or work based experience. Desirable A broad range of GCSE qualifications. Person Specification Personal Qualities, Knowledge and Skills Essential Ability to organise and prioritise workload Work quickly and accurately with an eye for details while following procedures. Able to deliver excellent customer service whilst meeting deadlines and targets. Adaptable, with proven ability to respond to and switch between a wide variety of work effectively and with limited notice. Can concentrate for long periods of time working on routine tasks and is self-motivated. Flexible with a positive attitude Ability to work effectively within a team Be reliable and committed Good standard of PC and keyboard skills Ability to use IT programmes confidently Resilient. Desirable Excellent telephone skills, confident in dealing with customers. Neat handwriting, good grammar and spelling. Calm and confident manner. Ability to work using own initiative. Experience Essential Experience of understanding and following policies and procedures Desirable Experience of working in a clerical, customer focused environment and/or data input. Written communication with customers. Experience of working in a quality-controlled environment followed detailed policies and procedures to meet targets in a pressured environment. Qualifications Essential GCSE Maths and English grade C or above or equivalent qualification or work based experience. Desirable A broad range of GCSE qualifications. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name NHS Business Services Authority Address Bridge House 152 Pilgrim Street Newcastle NE1 6SN Employer's website https://www.nhsbsa.nhs.uk/what-we-do/work-us (Opens in a new tab)