Job summary 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 - a mixture of working from home and from the Office as and when required due to the business needs. 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. 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'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. Date posted:04 April 2025 Pay scheme:Agenda for change Band:Band 3 Salary:£24,625 to £25,674 a year Contract:Permanent Working pattern:Full-time Reference number:914-BSA7030043 Job locations:NHS Business Services Authority, 152 Pilgrim Street, Newcastle Upon Tyne, NE1 6SN Job responsibilities: 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 showing 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 escalate 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, processing appropriate information from relevant documentation and/or information systems. 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 reporting to other professional organisations on their financial obligations to pay customers. Identifying duplicate and potentially fraudulent applications and taking appropriate steps to ensure that fraud is kept to a minimum. Identifying contact from vulnerable customers and following appropriate procedures. Supporting colleagues and acting 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 registering 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 complying 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 ongoing review and development of the department and continuous improvement of our services, policies and procedures. Using own initiative to perform own duties in a responsible manner. Adhering to Health and Safety procedures and having knowledge of Equality and Diversity policies. Person Specification Qualifications Essential GCSE Maths and English grade C or above or equivalent qualification or work-based experience. Desirable A broad range of GCSE qualifications. 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 following detailed policies and procedures to meet targets in a pressured environment. 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. Employer details Employer name:NHS Business Services Authority Address:NHS Business Services Authority, 152 Pilgrim Street, Newcastle Upon Tyne, NE1 6SN Employer's website:
Job Title
Administrative Officer