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- Tasks: Join us as a Helpline Operator, answering calls and emails while providing top-notch customer service.
- Company: Barnett Waddingham is a leading Pensions Administration firm based in Birmingham.
- Benefits: Enjoy hybrid working, competitive bonuses, 25 days holiday, and a generous pension scheme.
- Why this job: Be part of a supportive team, develop your skills, and make a real impact in customer service.
- Qualifications: GCSE Maths & English Grade 5/C or equivalent; customer service experience preferred.
- Other info: We are a Disability Confident Employer, committed to accessibility and inclusivity.
The predicted salary is between 24000 - 36000 ÂŁ per year.
Helpline Operator
We are currently recruiting seven Helpline Operators to join the Pensions Administration business area. This is a hybrid role and is based in our Birmingham office.
Responsibilities
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.
You will ideally have previous Customer Services and Call Handling experience, as well as being a pro‑active \”go-getter\”.
- 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 e‑mail/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.
Qualifications and Experience
- Minimum GCSE Maths & English Grade 5/C or equivalent.
- Previous Customer Service experience (essential).
- Previous Call Handling experience (preferred).
- A Financial Service background (advantageous).
- Experience of working within an office in a team environment.
- Excellent verbal and written communication skills.
- Good problem‑solving skills, empathy and attention to detail.
- An understanding of Microsoft Office programmes, in particular Excel, Word and Outlook.
Benefits
- Competitive, discretionary annual bonus.
- Core benefits paid for 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.
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.
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Helpline Operator employer: Barnett Waddingham
Contact Detail:
Barnett Waddingham Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpline Operator
✨Tip Number 1
Familiarise yourself with the key responsibilities of a Helpline Operator. Understanding the importance of maintaining a rapid response rate and providing professional responses will help you demonstrate your suitability during interviews.
✨Tip Number 2
Brush up on your customer service skills, especially in call handling. Practising how to remain calm under pressure and effectively communicate can set you apart from other candidates.
✨Tip Number 3
Gain a basic understanding of business continuity procedures. Being able to discuss how you would handle system failures or faults in the call system will show your proactive approach to problem-solving.
✨Tip Number 4
Network with current or former employees of Barnett Waddingham on LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Helpline Operator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service and call handling experience. Emphasise your communication skills and any experience with Microsoft Office, particularly Excel, Word, and Outlook.
Craft a Strong Cover Letter: Write a cover letter that showcases your problem-solving skills and ability to remain calm under pressure. Mention your understanding of the role and how your background aligns with the responsibilities outlined in the job description.
Highlight Relevant Qualifications: Clearly state your GCSE Maths and English qualifications, as well as any other relevant certifications or training. If you have experience in financial services, make sure to include that as it is advantageous for this role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a Helpline Operator.
How to prepare for a job interview at Barnett Waddingham
✨Showcase Your Customer Service Skills
As a Helpline Operator, you'll be dealing with a high volume of calls. Be prepared to discuss your previous customer service experience and how you've handled challenging situations. Use specific examples to demonstrate your ability to remain calm and professional under pressure.
✨Familiarise Yourself with Call Handling Procedures
Understanding the basics of call handling is crucial for this role. Research common call handling techniques and be ready to explain how you would implement them. This shows that you're proactive and serious about the position.
✨Highlight Your Communication Skills
Excellent verbal and written communication skills are essential for this role. During the interview, focus on how you convey information clearly and effectively. You might even want to prepare a brief example of a time when your communication skills made a difference in resolving an issue.
✨Demonstrate Problem-Solving Abilities
The ability to solve problems quickly is key for a Helpline Operator. Think of scenarios where you've had to think on your feet and resolve issues efficiently. Be ready to share these experiences to illustrate your problem-solving skills.
