Helpline Operator

We are currently recruiting a number of Helpline Operators to join the Pensions Administration business area. This is a hybrid role and is 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.

You will ideally have previous Customer Services and Call Handling experience, as well as being a pro-active "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.

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