NHS AfC:
Band 3ContractPermanentHoursFull time - 37.5 hours per week Job ref914-BSA7030043 SiteNHS Business Services AuthorityTownNewcastle Upon TyneSalary£24,625 - £25,674 per annumSalary periodYearlyClosing18/04/2025 23:59
Job overview
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?
• Hybrid working – offering flexibility to work predominantly from home with the opportunity to be office based should you prefer, or if business needs require it.
• 27 days leave (increasing with length of service) plus 8 bank holidays.
• Opportunities for development
• Active wellbeing and inclusion networks
• Excellent pension
• Various salary sacrifice schemes
• Employee Assistance programme, offering free 24/7 support for you and your loved ones
• Access to a wide range of benefits and high street and online 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.
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. Provide excellent customer support through the accurate processing of a range of customer queries, with an emphasis on accuracy, and customer satisfaction.
2. 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.
3. Support a variety of work streams, in line with agreed performance and quality levels, and policies and procedures.
4. 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.
5. 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.
6. To update amend and annotate relevant actions on computer systems to ensure that the data we hold is accurate and customers receive correct outcomes.
7. Processing financial applications and reports. Calculating and arranging payments through Financially Regulated products and investigating cases, comparing manual and system calculations and making judgements.
8. Using some autonomy and discretion when deciding customer’s entitlement within agreed frameworks and reports to other professional organisations on their financial obligations to pay customers.
9. Identifying duplicate and potentially fraudulent applications and takes appropriate steps to ensure that Fraud is kept to a minimum.
10. Identifying contact from vulnerable customers and follow appropriate procedures.
11. Supporting colleagues and act as a mentor when required.
12. Performing routine quality checks on samples of work and recording errors.
13. Responsible for adhering to data security and GDPR Guidelines.
14. Sorting incoming and outgoing mail where required, allocating post to the correct work streams, and register work that enters the department into relevant systems.
15. Performing routine checks on original documentation and evidence for authenticity and following relevant processes to return evidence to customers.
16. 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.
17. 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.
18. Uses own initiative to perform own duties in a responsible manner.
19. Adheres to Health and Safety procedures and has knowledge of Equality and Diversity policies.
Person specification
Qualifications
Essential criteria
1. 1.GCSE Maths and English grade C or above or equivalent qualification or work based experience.
Desirable criteria
2. 1.A broad range of GCSE qualifications.
Experience
Essential criteria
3. 1.Experience of understanding and following policies and procedures
Desirable criteria
4. 1.Experience of working in a clerical, customer focused environment and/or data input.
5. 2.Written communication with customers.
6. 3.Experience of working in a quality-controlled environment followed detailed policies and procedures to meet targets in a pressured environment.
Personal Qualities, Knowledge and Skills
Essential criteria
7. 1.Ability to organise and prioritise workload.
8. 2.Work quickly and accurately with an eye for details while following procedures.
9. 3.Able to deliver excellent customer service whilst meeting deadlines and targets.
10. 4.Adaptable, with proven ability to respond to and switch between a wide variety of work effectively and with limited notice.
11. 5.Can concentrate for long periods of time working on routine tasks and is self-motivated.
12. 6.Flexible with a positive attitude
13. 7.Ability to work effectively within a team
14. 8.Be reliable and committed
15. 9.Good standard of PC and keyboard skills
16. 10.Ability to use IT programmes confidently
17. 11.Resilient.
Desirable criteria
18. 1.Excellent telephone skills, confident in dealing with customers.
19. 2.Neat handwriting, good grammar and spelling.
20. 3.Calm and confident manner.
21. 4.Ability to work using own initiative.
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.
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