Job summary
- Main area
- Assessment Officer
- Grade
- NHS AfC: Band 3
- Contract
- 6 months (9 x Full time 6 months fixed term positions)
- Hours
- Full time - 37.5 hours per week
- Job ref
- 914-BSA7180915
- Employer
- NHS Business Services Authority
- Employer type
- NHS
- Site
- NHS Business Services Authority
- Town
- Fleetwood
- Salary
- £24,625 - £25,674 per annum
- Salary period
- Yearly
- Closing
- 20/05/2025 23:59
Employer heading
Assessment Officer
NHS AfC: Band 3
Job overview
If you have good communication skills, a keen eye for detail, and are interested in a role that can make a difference, the NHS Business Services Authority (NHSBSA) have the opportunity for you! We are looking for Assessment Officers to join our team in Fleetwood. It is the perfect opportunity to see how rewarding a career within the NHS can be!
If you have excellent customer service skills and an eye for detailed work, you have what this role needs! You will join the Student Support team, working to examine and assess applications received as accurately as possible. You will be responsible for applications received by post and digitally and should always be on the lookout for ways to improve our processes. Attention to detail is key, and you will be part of a supportive community of team members.
The role is based in Fleetwood.
What do we offer?
• Hybrid working – offering flexibility to work predominantly from home with the opportunity to be office based should you prefer, or if business needs require it
• 27 days leave (increasing with length of service) plus 8 bank holidays
• Opportunities for development
• Active wellbeing and inclusion networks
• Excellent pension
• Various salary sacrifice schemes
• Employee Assistance programme, offering free 24/7 support for you and your loved ones
• Access to a wide range of benefits and high street and online discounts
Main duties of the job
- Ability to understand information, working quickly and accurately with an eye for detail.
- Ability to deliver excellent customer service whilst meeting deadlines and targets.
- Ability to handle concurrent tasks/systems and cope with distractions.
- Adaptable, with proven ability to respond to and switch between a wide variety of tasks effectively and with limited notice.
- Flexible with a proven willingness to take on extra duties.
- Neat handwriting, good grammar, and spelling.
- Ability to handle telephone queries effectively.
- Excellent communication skills both written and verbal.
- Proven time and self-management skills.
- Ability to make quick decisions with sometimes limited information.
- Can concentrate for long periods of time.
- Basic PC skills.
Ability to deal with dissatisfied or difficult customers.
Evidence of ability to work using own initiative.
Ability to use Excel.
Knowledge of Microsoft outlook and work packages.
An understanding of applicable service schemes.
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’re proud to be part of something meaningful, that touches millions of lives.
We design our services around customer needs and place people at the heart of our organisation. That’s why when you join us, you’ll be empowered and supported to help your career grow.
As one of the UK’s Best Big Companies to work for, we’re 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 colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.
We’re committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.
Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!
Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.
We are people connected to care.
Detailed job description and main responsibilities
In this role, you are accountable for
1. Assess means tested applications, analyse, and interpret information provided by the customer to determine the level of award due. This will involve using the telephone and writing to the customer, using IT systems and internet resources.
2. Calculate the customer entitlement following guidelines and procedures, this will involve both manual and system calculations
3. Calculate/recalculate changes to a customer award and authorise payments/underpayments/overpayments through the appropriate system, some cases of debt may need raising with the finance team.
4. Assess the entitlement of in-year changes where a manual pro rata calculation maybe required.
5. Quality check all work streams across the service in line with monthly sampling guidance. This will also involve responding to queries raised by colleagues/managers and updating the quality database.
6. Telephone contact may be required with customers, stakeholders and third parties via telephone or email in a professional and courteous manner. Resolving queries promptly and efficiently, ensuring complete customer satisfaction.
7. Perform a series of prepayment checks prior to customer funds being issued, taking necessary action where anomalies have been identified.
8. Use own discretion to make decisions using procedures/technical instructions and use own initiative to answer queries and where appropriate, refer more complex casework/queries to the appropriate team.
9. Investigate and respond to customer first line appeal.
10.Telephone/email contact may be required with customers, stakeholders, and 3rd parties. A professional and courteous manner, resolving queries promptly and efficiently, ensuring complete customer satisfaction.
11. Ensure customer records are updated accordingly and accurately on the relevant systems.
12. Manage own workload and operate all services in line with service level agreements, internal agreements/policies, technical instructions/procedures and within agreed time scales.
13. Adhere to the General Data Protection Regulation (GDPR) and work in accordance with quality standards. Ensure all personal copies of manuals are always up to date.
14. Adhere to health and safety procedures and has knowledge of equality and diversity issues.
15. Deal with queries from both internal and external customers.
16. When required, may be requested to train, coach, and mentor new staff in the duties of the role.
17. Assisting with the day to day flow of call referrals and ensuring a good customer service is given in a timely manner within the service level agreement.
18. Supporting colleagues with referred casework if required.
19. Use initiative to perform duties in a responsible manner.
20. Undertake such other duties as may be required commensurate with pay and experience.
21. Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of the NHSBSA.
Person specification
Qualifications
Essential criteria
- Three GCSE passes grade C or above, including Maths and English or equivalent qualification or work-based experience.
Desirable criteria
- A broad range of GCSE qualifications.
- An NVQ Level II Administration
Experience
Essential criteria
- Experience of understanding and following detailed instructions.
- Experience of working to targets in a pressurised environment.
- Experience of working in a customer service focused environment or a clerical environment.
- Experience of drafting written communications to customers.
- Experience of dealing with customers on the telephone.
Desirable criteria
- Previous application handling experience.
- Experience of data entry
Personal Qualities, Knowledge and Skills
Essential criteria
- Ability to understand information, working quickly and accurately with an eye for detail.
- Ability to deliver excellent customer service whilst meeting deadlines and targets.
- Ability to handle concurrent tasks/systems and cope with distractions.
- Adaptable, with proven ability to respond to and switch between a wide variety of tasks effectively and with limited notice.
- Flexible with a proven willingness to take on extra duties.
- Neat handwriting, good grammar, and spelling.
- Ability to handle telephone queries effectively.
- Excellent communication skills both written and verbal.
- Proven time and self-management skills.
- Ability to make quick decisions with sometimes limited information.
- Can concentrate for long periods of time.
- Basic PC skills.
Desirable criteria
- Ability to deal with dissatisfied or difficult customers
- Evidence of ability to work using own initiative.
- Ability to use Excel.
- Knowledge of Microsoft outlook and work packages.
- An understanding of the applicable service schemes.
Employer certification / accreditation badges
Applicant requirements
This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Dovile Zilionyte-Vilkauske
- Job title
- Team Manager
- Email address
- [email protected]
- Telephone number
- 01253 208918
- Additional information
Gail Trevett
Team manager
01204677970
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