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

Qualifications/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 details
• An understanding of Microsoft Office programmes, in particular Excel, Word and Outlook

What's in it for you:

• 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

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• Job Identification 1106
• Job Category All Jobs
• Posting Date 08/27/2026, 12:34 PM
• Locations Birmingham, United Kingdom
• Job Schedule Full time