Job Title

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. Job Description In this role, you are accountable for: Providing 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. Supporting a variety of work streams, in line with agreed performance and quality levels, and policies and procedures. Comprehending and interpreting policies and procedures across a variety of work areas. Using our internal online Knowledge Base to provide consistency of response, and escalating 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. Updating, amending and annotating 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. 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 participating in meetings, focus groups or workshops to promote innovation and change. Contributing 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.#J-18808-Ljbffr