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 Glasgow 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’. 

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 
• 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   
• Support, implement and maintain Information Security procedures and activities in accordance with Barnett Waddingham’s Information Security Policy, and other Barnett Waddingham accreditations and awards 

Qualifications/Experience

• Minimum GCSE Grade “5” or “C” in Maths and English 
• Previous Customer Service experience (essential)
• Previous Call Handling experience (desirable)
• Experience of working in an office within a team environment (beneficial)   
• Excellent communications skills (verbal and written)
• An understanding of Microsoft Office programmes, in particular Excel, Word and Outlook. 
• Builds 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? 

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