Hybrid Helpline Advisor: Pensions Support

Barnett Waddingham; Birmingham; Hybrid; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Discretionary bonus

Life assurance: 4x salary

Income protection: 75%

Private medical insurance

Pension scheme: 5% employee / 10% ER

25 days leave (27 after 5 years)

Flex benefits programme

Career development opportunities

Job summary

Howden is seeking a number of Helpline Operators to join the Pensions Administration team in a hybrid role based at the Birmingham office. You will handle high-volume calls and email enquiries with a focus on excellent customer service and timely responses.

Ideal candidates will have Customer Service experience, Call Handling skills, and strong communication abilities, plus familiarity with Microsoft Office.

Qualifications

• GCSE Maths & English at grade 5/C or equivalent.
• Previous Customer Service experience (essential).
• Previous Call Handling experience (preferred).
• Financial Services background (advantageous).
• Office environment experience in a team.
• Excellent verbal and written communication skills.
• Strong problem-solving, empathy and attention to detail.
• Proficiency with Microsoft Office programs (Excel, Word, Outlook).

Responsibilities

• Answer a high volume of calls promptly and maintain a rapid response rate to agreed standards, remaining calm and providing a professional response at all times.
• Answer email/online enquiries in an efficient, timely manner to achieve service levels.
• Prepare and submit telephone notes of 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.

Skills

Customer Service

Call Handling

Communication

Problem-solving

Teamwork

MS Office skills

Education

GCSE Maths & English 5/C

Tools

Excel

Word

Outlook

Job description

Howden is seeking a number of Helpline Operators to join the Pensions Administration team in a hybrid role based at the Birmingham office. You will handle high-volume calls and email enquiries with a focus on excellent customer service and timely responses.

Ideal candidates will have Customer Service experience, Call Handling skills, and strong communication abilities, plus familiarity with Microsoft Office.