Pensions Customer Administrator - Call centre role (Band 3)

Job description

Pensions Customer Administrator - Call centre role (Band 3)
Service Area
NHS Pensions Services - Inbound calls
Location
Bickerstaffe House Talbot Rd, Blackpool FY1 3AH
In person assessment on 9th November MUST BE AVAILABLE ON THIS DATE
Recruitment Information
Pay: 13.17 per hour
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 pen...

Extra information

Status

Open

Education Level

Secondary School

Location

Blackpool

Type of Contract

Full-time jobs

Published at

02-11-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English