Job summary We are looking for several colleagues to join the Optimisation Team, initially working within the ESR/NHS Pensions areas to support on a wide range of projects and initiatives. The roles are available on a fixed term or secondment basis, with contract lengths of 12 and 18 months available. This position is currently hybrid working, with a main base of Newcastle, Fleetwood or Wakefield. If applying internally, please seek approval from your line manager before applying. If you are passionate about delivering great customer service and supporting our customers through change this could be the role for you. You will work as part of a dynamic team, responsible for delivering the NHSBSA Workforce Services Optimisation programme of work. Our goal is to help the NHS and the wider system improve its use of our workforce services. The purpose of the Optimisation Team is to promote and enable optimal use of all workforce systems and services by all user groups, to underpin and support the delivery of the NHSBSA's Workforce strategic ambition. What do we offer? o 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. o 27 days leave (increasing with length of service) plus 8 bank holidays. o Opportunities for development o Active wellbeing and inclusion networks o Excellent pension o Employee Assistance programme, offering free 24/7 support for you and your loved ones Main duties of the job You will provide valuable support to our ESR or NHS Pensions projects and teams, as part of this you will: Require a high attention to detail and accuracy and be used to working in a quality-controlled environment. Work in several Microsoft 365 tools such as Teams, Outlook and Excel alongside internal systems for which training and support will be provided. Good working knowledge of Microsoft tools is required. Work to targets and ensure all KPI's and SLA's are fulfilled in line with our internal processes, policies and procedures. Contribute to our culture of continuous improvement and service excellence by adhering to agreed procedures and making suggestions for improvement. Working as part of a team, you must be flexible, adaptable and prepared to quickly move between competing tasks and duties to achieve delivery of great customer service. Support the Optimisation Team in the delivery of it's goals and objectives. Have experience from a customer service environment coupled with the ability to demonstrate effective communication skills for both internal and external customers. 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 13 March 2025 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year Contract Fixed term Duration 18 months Working pattern Full-time, Part-time, Flexible working, Compressed hours Reference number 914-BSA7051245 Job locations Stella House Goldcrest Way, Newburn Riverside Newcastle upon Tyne NE15 8NY Job description Job responsibilities 1. Communicate effectively and build relationships with internal and external customers, resolving routine queries and escalate issues which require Advisor input to resolve using verbal and written methods via telephone and e-mail. Where necessary, liaises with other colleagues to resolve queries. 2. Support multiple implementation projects to ensure a successful implementation for both NHSBSA and organisations using NHS Jobs, ESR, Pensions and HR Shared Services. 3. Follow agreed processes and standard operating practice to ensure consistent service is provided to clients and customers. 4. Provide, receive and deal on a daily basis with sensitive and confidential information/personal staff details. 5. Working to targets, you will ensure all KPIs and SLAs are fulfilled in line with our agreed processes. 6. Maintenance of confidential personnel records in line with General Data Protection Regulations (GDPR) requirements. 7. Act as part of a team to develop new Support Team Members. 8. Promote and implement the Authoritys equal opportunities policies in all aspects of employment and service delivery 9. Contribute to a culture of continuous improvement and service excellence by adhering to agreed procedures and making suggestions for improvements. 10. Supporting Optimisation Advisors to ensure team objectives are delivered on time meeting quality standards. 11. You will provide first line support and guidance to organisations, candidates, line managers and staff. You will use telephone, e-mail and other optimisation systems. 12. Deal with general enquiries, from both internal and external customers, routine analysis and investigation of information and take initiative in order to determine appropriate course of action. 13. Whilst complaints are few you should have experience of managing difficult situations in order to satisfy a customer who is frustrated. You will be required to listen effectively and show empathy while seeking a positive resolution. 14. Provide first line support and advice to the transitioned organisations on the resolution of system related issues. 15. Create and review system access for employees, internal and external customers. 16. Escalate any system issues to relevant providers and support through to resolution in line with agreed KPI/SLA timescales. Keeping all affected clients and teams updated. Job description Job responsibilities 1. Communicate effectively and build relationships with internal and external customers, resolving routine queries and escalate issues which require Advisor input to resolve using verbal and written methods via telephone and e-mail. Where necessary, liaises with other colleagues to resolve queries. 2. Support multiple implementation projects to ensure a successful implementation for both NHSBSA and organisations using NHS Jobs, ESR, Pensions and HR Shared Services. 3. Follow agreed processes and standard operating practice to ensure consistent service is provided to clients and customers. 4. Provide, receive and deal on a daily basis with sensitive and confidential information/personal staff details. 5. Working to targets, you will ensure all KPIs and SLAs are fulfilled in line with our agreed processes. 6. Maintenance of confidential personnel records in line with General Data Protection Regulations (GDPR) requirements. 7. Act as part of a team to develop new Support Team Members. 8. Promote and implement the Authoritys equal opportunities policies in all aspects of employment and service delivery 9. Contribute to a culture of continuous improvement and service excellence by adhering to agreed procedures and making suggestions for improvements. 10. Supporting Optimisation Advisors to ensure team objectives are delivered on time meeting quality standards. 11. You will provide first line support and guidance to organisations, candidates, line managers and staff. You will use telephone, e-mail and other optimisation systems. 12. Deal with general enquiries, from both internal and external customers, routine analysis and investigation of information and take initiative in order to determine appropriate course of action. 13. Whilst complaints are few you should have experience of managing difficult situations in order to satisfy a customer who is frustrated. You will be required to listen effectively and show empathy while seeking a positive resolution. 14. Provide first line support and advice to the transitioned organisations on the resolution of system related issues. 15. Create and review system access for employees, internal and external customers. 16. Escalate any system issues to relevant providers and support through to resolution in line with agreed KPI/SLA timescales. Keeping all affected clients and teams updated. Person Specification Personal Qualities, Knowledge and Skills Essential Able to work on own initiative, taking decisions and actions in line with the aims of the organisation. Ability to produce accurate work under pressure Demonstrate a range of effective communication skills for both internal and external customers Computer literate in Microsoft Word, Excel, Access and Outlook. Experienced in being discreet and handling confidential information. e.g. GDPR Good organisational skills Experience of supporting change and transition requirements for both internal and client/customer in a fast-paced environment Focus on customer service and continuous Improvement Excellent time management skills Ability to draft clear and concise instructions and communications. Desirable Experience in using Office 365 Understanding of the DPA, FOI & GDPR NHS Recruitment/HR Knowledge Experience Essential Demonstrable administration experience in a busy office environment working to deadlines. Experience of Customer facing support services and target driven environments. Experience of working in a quality-controlled environment Experience in effective problem solving, using analytical skills, creativity and logical thinking to reach a solution Qualifications Essential Minimum 5 GCSE's Grade C (or equivalent) including English. Desirable NVQ level 3 in Customer Services or Administration or other relevant discipline Person Specification Personal Qualities, Knowledge and Skills Essential Able to work on own initiative, taking decisions and actions in line with the aims of the organisation. Ability to produce accurate work under pressure Demonstrate a range of effective communication skills for both internal and external customers Computer literate in Microsoft Word, Excel, Access and Outlook. Experienced in being discreet and handling confidential information. e.g. GDPR Good organisational skills Experience of supporting change and transition requirements for both internal and client/customer in a fast-paced environment Focus on customer service and continuous Improvement Excellent time management skills Ability to draft clear and concise instructions and communications. Desirable Experience in using Office 365 Understanding of the DPA, FOI & GDPR NHS Recruitment/HR Knowledge Experience Essential Demonstrable administration experience in a busy office environment working to deadlines. Experience of Customer facing support services and target driven environments. Experience of working in a quality-controlled environment Experience in effective problem solving, using analytical skills, creativity and logical thinking to reach a solution Qualifications Essential Minimum 5 GCSE's Grade C (or equivalent) including English. Desirable NVQ level 3 in Customer Services or Administration or other relevant discipline Employer details Employer name NHS Business Services Authority Address Stella House Goldcrest Way, Newburn Riverside Newcastle upon Tyne NE15 8NY Employer's website https://careers.nhsbsa.nhs.uk/ (Opens in a new tab)