Helpline Operators in Birmingham

We are currently recruiting a number of Helpline Operators 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

We would love to hear from you if you have:

• 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.