Administrator - NHS BSA - Office Based

Job Title: Administrative Officer
Band: 3
Location:152 Pilgrim St, Newcastle upon Tyne NE1 6SN

FULLY OFFICE BASED

Support the delivery of essential services in a flexible team. Handle customer enquiries, applications, and payments via various platforms. Tasks include data entry, interpreting data, and communicating with stakeholders by phone, email, or letter.

1. Deliver excellent customer service by accurately processing queries.
2. Communicate empathetically with customers to resolve issues.
3. Support diverse workstreams while maintaining quality and compliance.
4. Use internal resources to interpret policies and escalate issues as needed.
5. Analyze and process complex data for accurate customer outcomes.
6. Update systems to ensure data accuracy.
7. Process financial applications and investigate discrepancies.
8. Identify and address duplicate or fraudulent applications.
9. Recognize vulnerable customers and follow procedures.
10. Mentor colleagues and perform quality checks.
11. Handle mail and document authenticity checks.
12. Participate in improving services and policies.

• Strong organizational and prioritization abilities.
• Detail-oriented with excellent customer service skills.
• Adaptable, resilient, and team-oriented.
• Competent with IT systems and confident in decision-making.

• Essential: GCSEs in Maths and English (or equivalent).
• Desirable: Clerical or customer-focused experience, strong written communication skills.

• Clear, empathetic communication.
• Adaptability and innovation.
• Effective teamwork and accountability.
• Strong decision-making and awareness of the broader impact of work.

This role involves upholding NHSBSA values, adhering to GDPR and safety policies, and fostering a diverse, inclusive culture.

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Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.