Helpline Operator – Customer Service (Hybrid, Birmingham)

About the role

We are recruiting Helpline Operators for our Pensions Administration Business Area in Birmingham. The role is hybrid, combining office‑based work with remote support, and focuses on delivering professional, friendly assistance to clients, scheme members and their representatives.

Key responsibilities

• Answer a high volume of telephone calls and respond to email/online enquiries promptly, meeting agreed service standards.
• Record accurate telephone notes and maintain call logs.
• Apply business continuity procedures during call‑system failures and report any technical faults.
• Perform routine administrative tasks such as printing, filing, photocopying, scanning and archiving documents.

Required profile

• Minimum GCSE Maths & English Grade 5/C or equivalent.
• Previous customer service experience (essential) and call handling experience (desirable).
• Strong verbal and written communication skills, empathy and attention to detail.
• Ability to work effectively within a team and adapt to a fast‑paced environment.

Required skills

• Proficiency with Microsoft Excel.
• Proficiency with Microsoft Word.
• Proficiency with Microsoft Outlook.

What we offer

• Competitive discretionary annual bonus.
• Core benefits including life assurance, group income protection, private medical cover and 25 days holiday with holiday trading.
• Generous pension scheme with 8 % employer contribution from day one.
• Employee Assistance Programme and a range of voluntary benefits such as tech scheme, cycle‑to‑work, dental cover and health assessments.