Optimisation Support Team MemberinNewcastle upon TyneinNewcastle upon TynePUBLISHED THU 13 MAR 2025
NHS Business Services AuthorityrsGdEVzs
In this role, your attention to detail and strong communication skills will shine as you provide essential support to our teams and clients. You’ll collaborate with a dedicated group to enhance our NHS workforce services, ensuring our services are used optimally by all, from healthcare providers to staff. Enjoy 27 days of leave plus bank holidays, excellent pension benefits, and access to employee wellness schemes that prioritise your wellbeing and that of your loved ones. If you are ready to be part of an innovative team that values your contributions and strives for continuous improvement, we want to hear from you!
We are looking for several colleagues to join the Optimisation Team, initially working within the ESR/NHS Pensions areas to support on a wide range of projects and initiatives. The roles are available on a fixed term or secondment basis, with contract lengths of 12 and 18 months available.
This position is currently hybrid working, with a main base of Newcastle, Fleetwood or Wakefield.
If applying internally, please seek approval from your line manager before applying.
If you are passionate about delivering great customer service and supporting our customers through change this could be the role for you. You will work as part of a dynamic team, responsible for delivering the NHSBSA Workforce Services Optimisation programme of work. Our goal is to help the NHS and the wider system improve its use of our workforce services.
The purpose of the Optimisation Team is to promote and enable optimal use of all workforce systems and services by all user groups, to underpin and support the delivery of the NHSBSA's Workforce strategic ambition.
What do we offer?
o 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.
o 27 days leave (increasing with length of service) plus 8 bank holidays.
o Opportunities for development
o Active wellbeing and inclusion networks
o Excellent pension
o Employee Assistance programme, offering free 24/7 support for you and your loved ones
You will provide valuable support to our ESR or NHS Pensions projects and teams, as part of this you will:
- Require a high attention to detail and accuracy and be used to working in a quality-controlled environment.
- Work in several Microsoft 365 tools such as Teams, Outlook and Excel alongside internal systems for which training and support will be provided. Good working knowledge of Microsoft tools is required.
- Work to targets and ensure all KPI's and SLA's are fulfilled in line with our internal processes, policies and procedures.
- Contribute to our culture of continuous improvement and service excellence by adhering to agreed procedures and making suggestions for improvement.
- Working as part of a team, you must be flexible, adaptable and prepared to quickly move between competing tasks and duties to achieve delivery of great customer service.
- Support the Optimisation Team in the delivery of it's goals and objectives.
- Have experience from a customer service environment coupled with the ability to demonstrate effective communication skills for both internal and external customers.
About us
1. Communicate effectively and build relationships with internal and external customers, resolving routine queries and escalate issues which require Advisor input to resolve using verbal and written methods via telephone and e-mail. Where necessary, liaises with other colleagues to resolve queries.
2. Support multiple implementation projects to ensure a successful implementation for both NHSBSA and organisations using NHS Jobs, ESR, Pensions and HR Shared Services.
3. Follow agreed processes and standard operating practice to ensure consistent service is provided to clients and customers.
4. Provide, receive and deal on a daily basis with sensitive and confidential information/personal staff details.
5. Working to targets, you will ensure all KPIs and SLAs are fulfilled in line with our agreed processes.
6. Maintenance of confidential personnel records in line with General Data Protection Regulations (GDPR) requirements.
7. Act as part of a team to develop new Support Team Members.
8. Promote and implement the Authoritys equal opportunities policies in all aspects of employment and service delivery
9. Contribute to a culture of continuous improvement and service excellence by adhering to agreed procedures and making suggestions for improvements.
10. Supporting Optimisation Advisors to ensure team objectives are delivered on time meeting quality standards.
11. You will provide first line support and guidance to organisations, candidates, line managers and staff. You will use telephone, e-mail and other optimisation systems.
12. Deal with general enquiries, from both internal and external customers, routine analysis and investigation of information and take initiative in order to determine appropriate course of action.
13. Whilst complaints are few you should have experience of managing difficult situations in order to satisfy a customer who is frustrated. You will be required to listen effectively and show empathy while seeking a positive resolution.
14. Provide first line support and advice to the transitioned organisations on the resolution of system related issues.
15. Create and review system access for employees, internal and external customers.
16. Escalate any system issues to relevant providers and support through to resolution in line with agreed KPI/SLA timescales. Keeping all affected clients and teams updated.
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