Pcs Processing and Customer Advisor

5 months ago

Newcastle upon Tyne, United Kingdom NHS Business Services Authority Full time

If you are self-motivated, enjoy working in a customer focused environment and can manage a diverse workload, the NHS Business Services Authority (NHSBSA) have the opportunity for you We are looking for several colleagues to join our team of Processing and Customer Advisors on a permanent basis.

If you enjoy working independently and are confident in handling detailed information, you have what this role needs You will join the Prescription Processing Teams, working to accurately reimburse contractor payments and collate prescribing information.

What do we offer?

A permanent role (on completion of a 6 month probationary period) working on a variety of different tasks as required

Working days will be Monday to Friday, with flexible hours available from 7am into the evening. At times there may be a need for you to work specific daytime hours dependant on the task you are assigned to

27 days leave (increasing with length of service) plus bank holidays

NHS pension

Hybrid working. Office attendance may be required so you must live a reasonable distance from our site in Newcastle, city centre

Access to a wide range of benefits and high street discounts

You will be able to demonstrate these essential skills and knowledge:
High level of accuracy and attention to detail

Comfortable with repetitive work

Time management and ability to work flexibly to ensure deadlines are achieved

Computer proficiency and keyboard skills

Excellent Customer Service Skills

Self-motivated

Well organised and discreet

Tell us about a time when you have analysed and interpreted complex information from a variety of sources?

Tell us what experience you have of dealing with customers?

Tell us what exposure you have had to working flexibly on a variety of tasks and how you manage the workload?

Tell us about a time when you have followed technical instructions to complete a task?

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 are people connected to care.

**In this role, you are accountable for**:
1. To analyse and interpret a range of complex information across a variety of different services and workstreams. Process appropriate information from relevant documentation and / or information systems.

2. Creating reports that can be presented to internal and external customers and stakeholders.

3. Ability to comprehend and interpret policies and procedures across a range of work areas. Make decisions in line with current NHSBSA, DH&SC, PHE policies and appropriate processing rules.

5. Using knowledge and guidance make appropriate decisions in line with current policies and regulations.

6. Ability to show genuine empathy, patience and resilience when communicating with our customers to deliver exceptional customer service and come to an agreed resolution.

7. Working to agreed performance and accuracy targets and standards, complying with all regulatory requirements such as Data Protection.

8. Working collaboratively to identify improvement across a range of business functions

9. Providing a flexible service to all NHSBSA customers with an emphasis on customer satisfaction.

10. Manages own workload and operates all services in line with Service Level Agreements, internal agreements and policies, technical instructions, and procedures and within agreed time scales.

11. Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of the NHSBSA

13. Identify and communicate any non-routine technical or system issues to appropriate people

14. Where required, may be requested to train, coach and mentor new or established staff to the duties of the role.

15. Where required, process quality standard sampling checks and provide feedback to managers and colleagues.

16. Participate in, and contribute to, the ORO+ process. Take ownership and responsibility for your personal development

17. Demonstrate an appreciation of Quality by complying with all Quality Systems, identifyi

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