At a Glance
- Tasks: Answer client calls and queries with professionalism and care.
- Company: Join Barnett Waddingham, a leading Pensions Administration firm in Birmingham.
- Benefits: Enjoy hybrid working, competitive bonuses, and extensive employee perks.
- Other info: We are a Disability Confident Employer, promoting inclusivity.
- Why this job: Be part of a supportive team while making a real impact on customer service.
- Qualifications: GCSE Maths & English Grade 5/C or equivalent; customer service experience required.
The predicted salary is between 28800 - 43200 £ per year.
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
Not quite the right opportunity for you this time?
For more about us and other Careers at BW, please click here
Follow Barnett Waddingham on LinkedIn
We kindly ask recruitment agencies to not send speculative CVs. Should we need assistance, we will reach out. All enquiries should be directed to careers@barnett-waddingham.co.uk.
Seniority level
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Seniority level
Entry level
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Employment type
Full-time
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Job function
Customer Service and Finance
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Helpline Operator in Birmingham employer: Barnett Waddingham
Barnett Waddingham is an excellent employer, offering a supportive work culture that values detail-oriented professionals in the IT sector. With hybrid working options available in vibrant locations like Birmingham and Amersham, employees benefit from a competitive package that includes a generous pension and annual bonus, alongside ample opportunities for personal and professional growth within a collaborative environment.
StudySmarter Expert Advice🤫
We think this is how you could land Helpline Operator in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Barnett Waddingham. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Barnett Waddingham before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpline Operator in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Barnett Waddingham:Your cover letter is your chance to shine! Tell us why you want to work at Barnett Waddingham specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Barnett Waddingham!
How to prepare for a job interview at Barnett Waddingham
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
