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Job description

This position is currently home working, with a main base of Newcastle, Fleetwood or Wakefield.

Please note that you will need to get approval from your line manager before making an application if applying internally.

If you are passionate about delivering great customer service and supporting our customers through change this could be the role for you. We are currently recruiting several Optimisation Support Team Members to work as part of a dynamic team, responsible for delivering the NHSBSA Workforce Services Optimisation programme of work.

Our goal is to help the NHS and the wider system improve its use of our workforce services, which are:

• NHS Jobs
• HR Shared Services
• NHS Electronic Staff Record (ESR)
• NHS Pensions

The purpose of the Optimisation Team is to develop an Optimisation Service to promote and enable optimal use of all workforce systems and services by all user groups to underpin and support the delivery of the NHSBSA’s Workforce strategic ambition.

What do we offer?

• 27 days leave (increasing with length of service) plus 8 bank holidays
• Flexible working
• Flexi time
• Hybrid working model (we are currently working largely remotely)
• Career development
• Active wellbeing and inclusion networks
• Excellent pension
• NHS Car lease scheme
• Access to a wide range of benefits and high street discounts!

The successful candidates will have experience from a customer service environment coupled with the ability to demonstrate effective communication skills for both internal and external customers. A high attention to detail and accuracy is a must and you will be used to working in a quality-controlled environment. You will be working in several Microsoft 365 tools such as Teams, Outlook and Excel alongside internal systems for which training and support will be provided. Good working knowledge of Microsoft tools is required.

The post holder will support the Implementation Team in the delivery of the implementation plan. You will be listening to our internal and external customers, understanding their needs, and resolving their queries by telephone and email. There is an expectation to show empathy and at the same time be able to manage some challenging conversations. You will contribute to our culture of continuous improvement and service excellence by adhering to agreed procedures and making suggestions for improvement. Working as part of a team, you must be flexible, adaptable and prepared to quickly move between competing tasks and duties to achieve delivery of great customer service.

If you would like to be part of this team and feel you have the skills, knowledge and experience to succeed in the role please take the time to apply.

At the NHS Business Services Authority (NHSBSA) we deliver a range of essential national services to NHS organisations, contractors, patients and the public.

You may already be using some of our services. Do you have a prescription pre-payment certificate? Perhaps you found this vacancy through NHS Jobs? We’re behind these, and much more.

Being one of the UK’s Best Big Companies to work for, our values are to be Collaborative, Adventurous, Reliable and Energetic. We CARE about what we do and support each other in achieving our objectives.

Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. We’re passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that.

We welcome applications from people of all backgrounds. With wellbeing and inclusion central to our ethos, our BAME, Disability and Neurodiversity, LGBTQ+, Armed Forces and Women’s networks help our colleagues to be their authentic selves at work.

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.

We are the NHS delivering for the NHS.

In this role you are accountable for:
1. Communicate effectively and build relationships with internal and external customers, resolving routine queries and escalate issues which require Advisor input to resolve using verbal and written methods via telephone and e-mail. Where necessary, liaises with other colleagues to resolve queries.
2. Support multiple implementation projects to ensure a successful implementation for both NHSBSA and organisations using NHS Jobs, ESR, Pensions and HR Shared Services.
3. Follow agreed processes and standard operating practice to ensure consistent service is provided to clients and customers.
4. Provide, receive and deal on a daily basis with sensitive and confidential information/personal staff details.
5. Working to targets, you will ensure all KPI’s and SLA’s are fulfilled in line with our agreed processes.
6. Maintenance of confidential personnel records in line with General Data Protection Regulations (GDPR) requirements.
7. Act as part of a team to develop new Support Team Members.
8. Promote and implement the Authority’s equal opportunities policies in all aspects of employment and service delivery.
9. Contribute to a culture of continuous improvement and service excellence by adhering to agreed procedures and making suggestions for improvements.
10. Supporting Optimisation Advisors to ensure team objectives are delivered on time meeting quality standards.
11. You will provide first line support and guidance to organisations, candidates, line managers and staff. You will use telephone, e-mail and other optimisation systems.
12. Deal with general enquiries, from both internal and external customers, routine analysis and investigation of information and take initiative in order to determine appropriate course of action.
13. Whilst complaints are few you should have experience of managing difficult situations in order to satisfy a customer who is frustrated. You will be required to listen effectively and show empathy while seeking a positive resolution.
14. Provide first line support and advice to the transitioned organisations on the resolution of system related issues.
15. Create and review system access for employees, internal and external customers.
16. Escalate any system issues to relevant providers and support through to resolution in line with agreed KPI/SLA timescales. Keeping all affected clients and teams updated.