Brook Street
Pensions Customer Administrator (Band 3) - Call centre
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Pensions Customer Administrator - Call centre role (Band 3)
Service Area
NHS Pensions Services - Inbound calls
Location
Newcastle (Hybrid Working)
Recruitment Information
- Start Date: 1 September 2026
- Hours: 37.5 hours per week, Monday to Friday between 8:00am and 6:00pm
- Band: Band 3 - Pay Step Point 1
- Contract: Hybrid working, with regular office attendance required 2+ times a month expectation
- Training & Equipment: Full IT equipment package and comprehensive training will be provided.
About The Role
As a Pensions Customer Administrator, you will play a vital role in delivering an outstanding customer experience for NHS Pension Scheme members, employers and stakeholders. Working as part of a collaborative team, you will manage customer enquiries and pension casework across multiple service areas while ensuring accuracy, efficiency and compliance with NHSBSA policies and procedures.
This is a varied and rewarding role requiring excellent communication skills, strong attention to detail and the ability to manage multiple priorities in a fast-paced environment. You will work across a range of pension processes, applying legislation, policies and technical guidance to resolve customer enquiries and process pension-related transactions.
Key Responsibilities
- Deliver high-quality customer service through telephone, email and written correspondence.
- Respond to a wide range of customer enquiries, including complex and sensitive pension-related issues.
- Process both standard and non-standard pension casework accurately and within agreed service levels.
- Analyse and interpret customer information, policies and procedures to make informed processing decisions.
- Maintain accurate customer records across multiple systems while ensuring a complete audit trail.
- Handle confidential and sensitive information in accordance with GDPR and NHSBSA policies.
- Manage customer expectations professionally, including resolving difficult or emotional situations with empathy and tact.
- Work flexibly across different pension workstreams to meet changing business and customer demands.
- Achieve individual and team performance, quality and productivity targets.
- Identify and escalate technical or system issues where appropriate.
- Contribute to continuous service improvement by suggesting and supporting improvements to processes and working practices.
- Support colleagues through knowledge sharing, coaching, mentoring or quality checking when required.
- Participate in personal development activities and the NHSBSA GROW performance process.
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What You'll Bring
Essential Skills
- Excellent customer service and communication skills.
- Strong written and verbal communication skills.
- Ability to deliver excellent customer service while meeting deadlines and performance targets.
- Ability to manage multiple tasks and priorities simultaneously.
- Confidence handling complex customer enquiries and resolving issues.
- Ability to remain calm and professional when dealing with challenging or distressed customers.
- Strong organisational and time management skills.
- Flexible and adaptable approach to work.
- Ability to interpret policies, procedures and technical guidance accurately.
- Good attention to detail.
- IT literate with confidence using multiple computer systems.
Essential Experience
- Experience working in a customer service-focused environment.
- Experience communicating with internal and external customers by telephone and in writing.
- Experience understanding and following detailed, complex technical instructions.
- Experience following detailed policies, procedures and quality standards.
- Experience managing a varied workload and responding to different customer enquiries.
Desirable Experience
- Experience supporting customers via email or other digital communication channels.
- Experience working across multiple IT systems.
Qualifications
Essential
- GCSE English and Maths at Grade C (or equivalent) or above.
- Equivalent work-based experience will also be considered where appropriate.
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Desirable
- NVQ Level 3 (or equivalent) in Customer Service.
Working Style
This role requires a flexible approach, with the ability to work across multiple areas of the NHS Pensions Service according to business need. You will work collaboratively with colleagues and stakeholders while maintaining a strong customer focus and consistently delivering high standards of accuracy and service.
Our Values
As An NHSBSA Employee, You Will Be Expected To
- Put customers at the centre of everything you do.
- Demonstrate professionalism, integrity and accountability.
- Promote equality, diversity and inclusion.
- Contribute to a positive, supportive and safe working environment.
- Support continuous improvement and innovation.
- Build positive working relationships across the organisation.
- Comply with all NHSBSA policies, procedures and regulatory requirements.
Reporting To
Team Manager (with occasional reporting to a Deputy Team Manager when required).
Brook Street Commitment
Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.
As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.
Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.
In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.
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