Pensions Customer Administrator

Detailed job description and main responsibilities

1.    The customer is at the heart of everything that we do. This role plays an important part of the service we provide to our customers.  The post-holder will work as part of a team to provide excellent customer service to both internal and external customers.

2.    You will be responsible for handling customer enquiries across various media methods, being able to handle multiple workstreams across the Pension service and can accurately process casework by carrying out standard and non-standard tasks and calculations, whilst applying knowledge of procedures, regulations and policies in responding to enquiries and when making appropriate processing and administration decisions.  

3.    Working as part of a team, you must be flexible, adaptable and prepared to move in accordance with work demands to maximise efficiency whether that be across customer contacts, allocating work or processing tasks.

4.    You will possess high levels of communication and customer service skills, as well as the ability to handle multiple processes in an organised manner. You will be as passionate about delivering an excellent customer experience as we are.

5.    You will respond positively to change, be able to quickly understand complex enquiries and processes over a range of areas, seeking to understand changes in legislation, systems and processes and applying the relevant change to current practice.  

6.    Working with internal and external customers and stakeholders, providing exceptional levels of customer service.

7.    You will be part of a flexible workforce across the NHS Pension Service handling customer enquiries, allocating and/or processing casework in response to customer demand.

In this role, you are accountable for:

8.    Answering a diverse range of internal and external customer enquiries, which could be sensitive in nature using a variety of media methods promptly within agreed performance, quality and other service level agreements, carrying out routine analysis and investigation of information and take initiative to determine appropriate course of action. 

9.    Using knowledge and experience to resolve a range of customer queries which may require use of own judgement, escalating where it is required. 

10.    Providing help and guidance to customers, tailoring conversations to the customers’ needs across a variety of different products and services. Ensuring that the customer is at the heart of everything that you do. 

11.    Allocating and/or processing standard and non-standard casework using appropriate information from relevant technical guides, process guides and/or systems. This will require an appropriate level of technical knowledge to resolve. 

12.    Analysing and interpreting a range of complex information across a variety of different workstreams across the NHS Pension Service.

13.    Maintaining knowledge over several different areas within pensions, having the flexibility to quickly move to different areas of expertise to satisfy business need and meet customer demands.

14.    Comprehending and interpreting policies and procedures across a range of work areas. Make appropriate decisions in line with current NHSBSA/DHSC policies and appropriate processing rules. 

15.    Following agreed processes and standard operating practice to ensure consistent service is provided to customers.

16.    Updating and maintaining customer details on a variety of systems, ensuring information is accurately recorded and a clear audit trail is maintained. 

17.    Providing, receiving, and dealing with sensitive and confidential information, sometimes requiring tactful reassurance to customers with regards to life changing events relating to individuals NHS Pension benefits.

18.    Working on a range of computer and telephony system applications, accurately inputting, maintaining, updating and amending customer information according to set procedures to ensure that the customers’ enquiries are handled appropriately and resolved fully. 

19.    Managing difficult situations to satisfy a customer who is frustrated, you will be required to listen effectively and show empathy while seeking a positive resolution.

20.    Resolving customer enquiries, using relevant system applications, ensuring accurate data input, updating information, including where there are changes to pay etc, according to set procedures to ensure that the enquiries are handled appropriately and actioned fully. 

21.    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.

22.    Applying a range of communication skills, some of which may be complex, by either phone contact, correspondence and email support required with stakeholders, internal and external customers, and clients. Face to face and virtual meetings may be also required to facilitate the transfer of information.

23.    Working to agreed performance and accuracy targets and standards, complying with all regulatory requirements such as Data Protection, Customer Security and understanding and supporting vulnerable customers.

24.    Demonstrating an appreciation for Quality Assurance by seeking to resolve the contact and/or process casework right first time, understanding reasons for errors, complying with all Quality Systems, identifying and recommending opportunities to improve working practices.

25.    Managing own allocated workload to ensure tasks are completed within agreed timescale? 

26.    Encouraging a culture of continuous improvements by ensuring that procedures are constantly reviewed, developed and maintained and adhered to and ensure that suggestions for improvement are submitted in accordance with best practice, policies and procedures.

27.    Contributing to service improvement through internal networking, sharing suggestions and building effective working relationships with colleagues and customers.

28.    Identifying and communicating any non-routine technical or system issues to appropriate colleagues, escalating where necessary.

29.    Where required, sharing knowledge with others through a variety of methods, training, coaching and mentoring new or established staff in accordance with the duties of the role.

30.    Where required, providing a quality checking service to the team covering all processes and areas of work. Ensuring agreed process and standard operating procedures have been followed. Maintain a record of issues and successes, providing feedback to managers and colleagues.

31.    Participating in, and contributing to, the GROW process. Taking ownership and responsibility for your personal development

32.    Responsible for the safe security of documents, information and equipment under their control and undertakes all duties in line with GDPR regulations.