Scheme Access Team Senior Administrator

Job overview

Opportunities have arisen for Senior Scheme Access Administrators within NHS Pensions.

Fixed term vacancies are available for Senior Scheme Access Team Administrators who will deliver a high level of technical expertise in processing and dealing with non-standard case work across all aspects of the Scheme Access Team.

With GCSE Grade 4 passes in a minimum of 2 subjects including English and Maths (or qualification equivalent), you will have significant experience in administrative duties. You will also have experience in working in a customer service focused environment.

What do we offer?

Access to a wide range of benefits and high street and online discounts

Main duties of the job

The post holders will work as part of the Scheme Access Administration Team to provide a high level of technical expertise in processing and dealing with complex non-standard case work across all areas of the team.

Successful applicants will be required to deliver high quality customer service, including communicating effectively with customers and stakeholders often on complex and contentious issues. This will involve dealing with current and retrospective enquiries and complaints, from both internal and external customers and will require analysis, investigation, and reconciliation of information.

Accuracy is essential in this role as the post holders will be reviewing and processing technical legal contracts and documentation.

You will also be able to follow clear instructions to carry out complex and varied tasks and have a working knowledge of Microsoft Word, Excel and Outlook.

At the NHSBSA we value and respect the diversity of our colleagues and are committed to being a flexible employer. We are proud to offer flexible working opportunities. Whether you’re interested in hybrid working, working from home, flexible hours or job sharing, apply today and we can discuss available options with you at the interview stage.

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 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.

Detailed job description and main responsibilities

In this role, you are accountable for:

1. To manage the Scheme Access Applications to ensure that all statutory and internal targets are met under normal circumstances.
2. To process Scheme Access Applications and correspondence that have been identified as non-standard or which require a higher level of technical knowledge to resolve.
3. To deliver a high level of personal productivity and accuracy of the more complex scheme access casework.
4. To work with a minimal amount of supervision, working autonomously to manage own work and make decisions in own work area.
5. To communicate effectively with internal and external clients resolving technical and escalated queries by telephone, MS TEAMS, e-mail and correspondence. Clients (Stakeholders) include the Department of Health and Social Care (DHSC), NHS Employers and other external agencies.
6. To contribute to service improvement through networking and building effective working relationships with colleagues and customers.
7. To maintain an awareness of the NHS pension scheme and associated regulations, including forthcoming events and changes.
8. To conduct research and obtain information to resolve queries including analysing complex information as appropriate.
9. To carry out agreed quality checks of work done in accordance with quality control procedures. Identifies and recommends ideas for improvements to provide better customer service and to reduce risk of errors. This includes feedback regarding technical issues.
10. To provide management information as requested in an accurate and timely manner.
11. To contribute to projects for service delivery improvements in your area of technical expertise.
12. To process stage 1 IDR cases and provide technical advice to contribute to the resolution of stage 2 IDR cases.
13. Identifies personal training needs and works with their manager to establish personal objectives. Contributes to own Ongoing review of objectives (ORO+)
14. On occasion participates in organisation wide work groups appropriate to the post holder’s expertise and experience.
15. To support less experienced staff on the Scheme Access Team by passing on knowledge and experience.

Person specification

Personal Qualities, Knowledge and Skills

• Ability to understand multiple documented complex / non-standard procedures and systems.
• Able to communicate sensitive or contentious information.
• Able to deliver excellent customer service whilst meeting deadlines and targets.
• Able to prioritise own workload and work with minimum supervision.
• Numeracy and analytical skills.
• Good organisational skills.
• Ability to identify implications of actions.
• Attention to detail.
• Empathy
• Self-Confident
• Pleasant telephone manner.
• Work on own initiative.
• Team player.
• Adaptable and Flexible.
• Discreet, confidential and organised

Experience

• • Significant experience in administrative duties
• • Experience of working in a customer service focussed environment
• • Experience of dealing with internal and external customers on complex and contentious cases
• • Able to follow clear instructions to carry out complex and varied tasks and calculations
• • Experience of handling varying customer enquiries
• • Microsoft Word, Excel and Outlook

• • Significant experience in Pensions Administration or Pensions Contact Centre
• • Customer helpdesk experience
• • Experience of drafting correspondence
• • NHS Pensions working practices
• • Understanding of Databases
• • Awareness of Data Protection and Freedom of Information Issues

Qualifications

• • GCSE Grade 4 passes in a minimum of 2 subjects including English and Maths (or qualification equivalent)

• • NVQ Level 2 in Customer Service or Business Administration (or equivalent)

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.

A copy of our Privacy Notice is available to view at the link below:

NHSBSA Privacy Notice