Helpline Operator

We are currently recruiting two Helpline Operators to join the Pensions Administration Business Area. This role will be hybrid working and based in our Birmingham office.

Key Responsibilities

• Answer a high volume of calls promptly, maintaining a rapid response rate to agreed standards while remaining calm and professional.
• Answer email and 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.
• Handle printing, filing, photocopying and scanning tasks.
• Archive files and retrieve archived files.

Qualifications and Experience

• Minimum GCSE Maths & English Grade 5/C or equivalent.
• Previous Customer Service experience – essential.
• Previous Call Handling experience – desirable.
• Background in Financial Services – advantageous.
• Experience working in an office within a team environment – beneficial.
• Excellent verbal and written communication skills.
• Good problem‑solving skills, empathy and attention to detail.
• Proficiency with Microsoft Office programmes, especially Excel, Word and Outlook.
• Ability to build strong, effective team‑working relationships.

Benefits

• 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.
• Generous pension scheme with a 8% salary contribution from day one of employment.
• Employee Assistance Programme to support you and your family.
• Wide range of voluntary benefits: tech scheme, cycle to work scheme, dental cover, healthcare cash plan, health assessments, critical illness cover, extended private medical cover or life assurance to family members, gym membership, travel insurance and discounts at numerous retailers.

Accessibility

We are a Disability Confident Employer. If you require reasonable adjustments or want more information on accessibility, please contact us for assistance.

All enquiries should be directed to careers@barnett-waddingham.co.uk.

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