PCS Processing and Customer Advisor

Wales Medicines Strategy Group; Wakefield; Hybrid; GBP 22,000 - 30,000

Job description

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.

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

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.

You will be able to demonstrate these essential skills and knowledge:

• 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
• Self-motivated
• Well organised and discreet

When you apply for the role, please give examples of where your experience and skills meet the criteria we are looking for. Also please ensure you answer the following questions and documenting responses in the SUPPORTING INFORMATION section of the application form. (600 words max)

• Tell us about how you keep yourself motivated when completing tasks independently?
• Tell us what experience you have of dealing with customers?
• Tell us about a time when you have followed detailed technical instructions to complete a task?
• Can you give an example of when you have shown a high level of work accuracy whilst working at speed?

Please note that we reserve the right to close posts as soon as sufficient applications are received.

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 and more.

Ready to join us to be a catalyst for better health? 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. 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.
2. Creating reports that can be presented to internal and external customers and stakeholders.
3. 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.
4. 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.
5. Using knowledge and guidance make appropriate decisions in line with current policies and regulations.
6. Ability to show genuine empathy, patience and resilience when communicating with our customers to deliver exceptional customer service and come to an agreed resolution.
7. Working to agreed performance and accuracy targets and standards, complying with all regulatory requirements such as Data Protection.
8. Working collaboratively to identify improvement across a range of business functions.
9. Providing a flexible service to all NHSBSA customers with an emphasis on customer satisfaction.
10. 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.
11. Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of the NHSBSA.
12. Phone contact and email support required with stakeholders, internal and external customers, and clients. Face to face and virtual meetings may be required.
13. Identify and communicate any non-routine technical or system issues to appropriate people.
14. Where required, may be requested to train, coach and mentor new or established staff to the duties of the role.
15. Where required, process quality standard sampling checks and provide feedback to managers and colleagues.
16. Participate in, and contribute to, the ORO+ process. Take ownership and responsibility for your personal development.
17. Demonstrate an appreciation of Quality by complying with all Quality Systems, identifying, and recommending opportunities to improve working practices.
18. Responsible for the security of documents, information and equipment under their control and undertakes all duties in line with GDPR regulations.

Person specification

Qualifications

• 3 GCSE's Grade C or above - Maths and English (or equivalent experience)

Personal Qualities, Knowledge & Skills

• Good Standard of PC & keyboard skills. Ability to use IT programmes confidently
• Experience of data entry or processing. Ability to work quickly and accurately with an eye for detail.
• Able to deliver excellent service whilst meeting deadlines and targets. Proven time and self-management skills
• Ability to negotiate and resolve queries effectively. Ability to remain calm when dealing with emotional, difficult, or dissatisfied customers.
• Flexible approach to work and able to manage a diverse workload. Adaptable, with proven ability to respond to and switch between a wide variety of queries effectively.
• Excellent communication skills both written and verbal.

Disposition

• Positive attitude and self-motivated. Evidence of ability to work using own initiative
• Discreet and sympathetic with a calm and confident manner
• Committed to contributing effectively to team working. Reliable and committed
• Resilient

Experience

• Experience of working in a quality-controlled environment following detailed policies and procedures
• Experience of dealing with internal and external customers on the telephone and in written communications
• Experience of understanding and following detailed technical instructions
• Experience of working in a customer service focussed environment

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.

A copy of our Privacy Notice is available to view at the link below:

Employer certification / accreditation badges

Name Paul Emmerson Job title Team Manager Email address [e-mail] Additional information

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