Pensions Customer Administrator

Do you enjoy helping people and making a real difference? Are you looking for a role where you can grow your skills, be supported, and feel part of something meaningful?

Join us as a Pensions Customer Administrator and play a key part in supporting NHS colleagues across the country. You'll provide clear, friendly, and accurate support to customers who rely on the NHS Pension Scheme. If you enjoy working with numbers, problem‑solving, and being part of a team that cares about doing things well, this could be the perfect fit for you.

You will work in a hybrid role based in Blackpool and receive a competitive salary with pay progression, along with a people‑centric benefits package.

• 27 days leave (increasing with length of service) plus 8 bank holidays
• Active wellbeing and inclusion networks
• Excellent pension (23.7 % employer contribution)
• Access to a wide range of benefits and high‑street discounts

In this role, you'll provide excellent customer service to people who contact us about their NHS Pension. You'll perform manual calculations and use government regulations to offer clear guidance and help customers understand sometimes complex information.

Following our supportive 2‑month training package, you'll apply your knowledge of our procedures to process casework and make accurate decisions. You'll handle detailed information and respond sensitively when customers are dealing with important or life‑changing events.

• Handle a wide range of customer enquiries, resolving queries and escalating where appropriate.
• Perform numerical calculations in line with regulations and maintain accuracy.
• Analyse information and make processing decisions, keeping customer records up to date.
• Work across multiple systems and processes and support colleagues through knowledge sharing.
• Manage your workload to meet agreed standards and timescales; help continuously improve the way we work.
• Maintain compliance with data protection, customer security and GDPR regulations.
• Participate in service improvement initiatives and contribute to the GROW process.

• Three GCSE passes, including Maths and English, or an equivalent qualification or work‑based experience.
• Experience in a customer‑service focused environment, handling complex contact queries and dissatisfied or difficult customers.
• Good numerical and analytical skills with a strong attention to detail.
• Excellent written and verbal communication skills, and ability to manage a diverse workload.
• Knowledge of technical and procedural guidelines, and ability to use multiple computer and telephony systems.
• Self‑management, flexibility and the ability to work independently and in a team.

• Adaptability and the ability to switch between a wide range of queries effectively.
• Calmness and empathy when dealing with emotional or dissatisfied customers.
• Commitment to continuous improvement and high standards of service delivery.