Job vacancy: Administrative Officer, NHS Business Services Authority, Newcastle Upon Tyne

Job summary

Main area: Admin
Grade: NHS AfC: Band 3
Contract: Permanent
Hours: Full time - 37.5 hours per week
Job ref: 914-BSA7030043

Employer: NHS Business Services Authority
Employer type: NHS
Site: NHS Business Services Authority
Town: Newcastle Upon Tyne
Salary: £24,625 - £25,674 per annum
Salary period: Yearly
Closing: 21/04/2025 23:59

Administrative Officer

NHS AfC: Band 3

Detailed job description and main responsibilities

In this role, you are accountable for:

1. Provide excellent customer support through the accurate processing of a range of customer queries, with an emphasis on accuracy, and customer satisfaction.

2. Liaising with customers, both internal and external and shows 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.

3. Support a variety of work streams, in line with agreed performance and quality levels, and policies and procedures.

4. 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 escalates to a Service Delivery Manager or approved point of contact when required.

5. Analysing and interpreting a range of complex information across a variety of different services and workstreams. Process appropriate information from relevant documentation and / or information systems.

6. To update amend and annotate relevant actions on computer systems to ensure that the data we hold is accurate and customers receive correct outcomes.

7. Processing financial applications and reports. Calculating and arranging payments through Financially Regulated products and investigating cases, comparing manual and system calculations and making judgements.

8. Using some autonomy and discretion when deciding customer’s entitlement within agreed frameworks and reports to other professional organisations on their financial obligations to pay customers.

9. Identifying duplicate and potentially fraudulent applications and takes appropriate steps to ensure that Fraud is kept to a minimum.

10. Identifying contact from vulnerable customers and follow appropriate procedures.

11. Supporting colleagues and act as a mentor when required.

12. Performing routine quality checks on samples of work and recording errors.

13. Responsible for adhering to data security and GDPR Guidelines.

14. Sorting incoming and outgoing mail where required, allocating post to the correct work streams, and register work that enters the department into relevant systems.

15. Performing routine checks on original documentation and evidence for authenticity and following relevant processes to return evidence to customers.

16. Working in an organised manner and complies 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.

17. Fully participate in meetings, focus groups or workshops to promote innovation and change. Contribute to the on-going review and development of the department and continuous improvement of our services, policies and procedures.

18. Uses own initiative to perform own duties in a responsible manner.

19. Adheres to Health and Safety procedures and has knowledge of Equality and Diversity policies.

Person specification

Qualifications

Essential criteria

1. GCSE Maths and English grade C or above or equivalent qualification or work based experience.

Desirable criteria

1. A broad range of GCSE qualifications.

Experience

Essential criteria

1. Experience of understanding and following policies and procedures

Desirable criteria

1.Experience of working in a clerical, customer focused environment and/or data input.
2. Written communication with customers.
3. Experience of working in a quality-controlled environment followed detailed policies and procedures to meet targets in a pressured environment.

Personal Qualities, Knowledge and Skills

Essential criteria

1. Ability to organise and prioritise workload.
2. Work quickly and accurately with an eye for details while following procedures.
3. Able to deliver excellent customer service whilst meeting deadlines and targets.
4. Adaptable, with proven ability to respond to and switch between a wide variety of work effectively and with limited notice.
5. Can concentrate for long periods of time working on routine tasks and is self-motivated.
6. Flexible with a positive attitude
7. Ability to work effectively within a team
8. Be reliable and committed
9. Good standard of PC and keyboard skills
10. Ability to use IT programmes confidently
11. Resilient.

Desirable criteria

1. Excellent telephone skills, confident in dealing with customers.
2. Neat handwriting, good grammar and spelling.
3. Calm and confident manner.
4. Ability to work using own initiative.

The NHSBSA is passionate about creating a diverse and inclusive organisation, which is a great place to work and truly reflects the diversity of our customers. We welcome applications from talented people of diverse characteristics including age, disability, gender identity and expression, race or ethnicity, religion or belief, sexual orientation, or any marginalised group. 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.

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