Helpline Operator

We are currently recruiting a number of Customer Service professionals to support our Pensions Administration business area. This is a hybrid role and is based in our Birmingham office.

Your 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 do not need any pension administration experience as there is a comprehensive training period but you will ideally have previous customer services and call handling experience with the ability to handle a wide range of incoming calls and queries

A snapshot of your day

• 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 including life assurance of four times salary, income protection of 75% of salary for up to five years, and single private medical insurance cover.
• A generous pension scheme with 5% employee contributions matched by a 10% employer contribution.
• 25 days' annual leave, increasing to 27 days after five years' service.
• Access to the Howden flexible benefits programme, offering a wide range of benefits and discounts to support your wellbeing, family life and lifestyle.
• The opportunity to be part of a growing global business where career development, collaboration and innovation are encouraged.

Accessibility

If you require reasonable adjustments or want more information on accessibility, please let us know

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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@howden-group.co.uk