PCS Processing and Customer Advisor

As a Processing and Customer Advisor you will be required to flex between a variety of tasks which could include complex data entry, analysing and interpreting complex data and communicating with our customers and stakeholders via telephone, email or letter., + 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.
+ Creating reports that can be presented to internal and external customers and stakeholders.
+ 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.
+ Working on relevant computer system applications, accurately inputting, updating, and amending information, including where appropriate customer details, according to set procedures to ensure that the enquiries are handled appropriately and actioned fully.
+ Using knowledge and guidance make appropriate decisions in line with current policies and regulations.
+ Ability to show genuine empathy, patience and resilience when communicating with our customers to deliver exceptional customer service and come to an agreed resolution.
+ Working to agreed performance and accuracy targets and standards, complying with all regulatory requirements such as Data Protection.
+ Working collaboratively to identify improvement across a range of business functions .
+ Providing a flexible service to all NHSBSA customers with an emphasis on customer satisfaction.
+ 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.
+ Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of the NHSBSA.
+ Phone contact and email support required with stakeholders, internal and external customers, and clients. Face to face and virtual meetings may be required.
+ Identify and communicate any non-routine technical or system issues to appropriate people .
+ Where required, may be requested to train, coach and mentor new or established staff to the duties of the role.
+ Where required, process quality standard sampling checks and provide feedback to managers and colleagues.
+ Participate in, and contribute to, the ORO+ process. Take ownership and responsibility for your personal development .
+ Demonstrate an appreciation of Quality by complying with all Quality Systems, identifying, and recommending opportunities to improve working practices.
+ Responsible for the security of documents, information and equipment under their control and undertakes all duties in line with GDPR regulations .
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.

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.
You will be responsible for interpreting complex prescription forms and processing the details into bespoke systems, following set rules and procedures. A high attention to detail and accuracy is key. The role also requires communicating with our customers and stakeholders via telephone, email or letter., + 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

+ 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 dependent on the task you are assigned to
+ 27 days leave (increasing with length of service) plus bank holidays
NHS pension
+ Office attendance may be required so you must live a reasonable distance from our site in Wakefield
+ Access to a wide range of benefits and high street discounts!, + 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?

Working for our organisation
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 welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing etc.
Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you.
We are people connected to care.