Helpline Operator

Barnett Waddingham; Birmingham; Hybrid; GBP 20,000 - 25,000; Full time

Benefits offered by this job

Competitive discretionary annual bonus

Private medical cover

Generous pension scheme with 8% contribution

Employee Assistance Programme

Gym membership

Job summary

A leading financial services firm is seeking a Helpline Operator in Birmingham. This role involves responding to client inquiries, maintaining high customer care standards, and requires previous customer service experience. The position offers a hybrid work setup and a competitive benefit package including a pension scheme and discretionary bonuses.

Qualifications

• Minimum GCSE Maths & English Grade 5/C or equivalent.
• Previous Customer Service experience is essential.
• Excellent communication skills, verbal and written.

Responsibilities

• Answer a high volume of calls promptly and maintain a rapid response rate.
• Answer email/online inquiries promptly and efficiently.
• Prepare and submit telephone notes to a high standard.

Skills

Customer Service

Call Handling

Communication Skills

Problem-solving

Education

GCSE Maths & English Grade 5/C or equivalent

Tools

Microsoft Office

Job description

Join to apply for the Helpline Operator role at Barnett Waddingham

Join to apply for the Helpline Operator role at Barnett Waddingham

Direct message the job poster from Barnett Waddingham

At Barnett Waddingham, we are currently recruiting a permanent opportunity for a Helpline Operator to join the Pensions Administration business area. This role will be hybrid working and based in our Birmingham office.

The Helpline Operator’s main responsibility will be to answer and deal with calls from clients, scheme members, their representatives and other organisations in a professional and friendly manner. You will work as part of a team, to ensure the speedy response rate to all calls and queries received, upholding a high standard of customer care at all times.

The successful Helpline Operator will ideally have previous Customer Services and Call Handling experience, as well as being a proactive ‘go-getter’.

If you pass the initial screening, you’ll be invited to complete a series of assessments including a skills test, a workplace behaviour assessment to see how well the role suits your working style, and a one-way video interview with scenario-based questions. This helps us get a fuller picture of how you’ll thrive in the role beyond what’s on your CV.

A snapshot of your day:

• Answer a high volume of calls, promptly, and maintaining a rapid response rate to agreed standards, remaining calm and providing a professional response at all times
• Answer email/online enquiries promptly and efficiently, to achieve service levels
• Prepare and submit telephone notes to a high standard
• Implement and apply business continuity procedures during the failure of the call system and communicate with colleagues
• Report any faults in the internal call system and any systems connected to the telephone software
• Printing, filing, photocopying and scanning
• Archiving files and retrieving archived files

Qualifications/Experience

• Minimum GCSE Maths & English Grade 5/C or equivalent
• Previous Customer Service experience (essential)
• Previous Call Handling experience (desirable)
• A Financial Service background (advantageous)
• Experience of working in an office within a team environment (beneficial)
• Excellent communications skills (verbal and written)
• Good problem-solving skills, empathy and attention to detail
• An understanding of Microsoft Office programmes, in particular Excel, Word and Outlook.
• Building strong effective team working relationships

What's in it for you:

• Competitive discretionary annual bonus.
• Core benefits paid for by BW including life assurance, group income protection, private medical cover and 25 days holiday per year with holiday trading.
• A generous pension scheme where we contribute 8% of your salary from day one of your employment.
• Employee Assistance Programme to support you and your family through any concerns or challenges you may experience.
• A comprehensive range of voluntary benefits to suit your life stage and lifestyle including a tech scheme, cycle to work scheme, dental cover, healthcare cash plan, health assessments, critical illness cover, extension of private medical cover or life assurance to family members, gym membership, travel insurance and a broad range of discounts at hundreds of retailers including supermarkets, fitness centres, travel and leisure companies.

Accessibility

We are a Disability Confident Employer. If you require reasonable adjustments or want more information on accessibility, please click here

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We kindly ask recruitment agencies to not send speculative CVs. Should we need assistance, we will reach out. All enquiries should be directed to [e-mail].

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Finance

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