Helpline Operator

About the role

We are looking for enthusiastic Helpline Operators to join our Pensions Administration team in Birmingham. Working in a hybrid model, you will be the first point of contact for clients, scheme members and their representatives, delivering professional and friendly support.

Key responsibilities

• Answer a high volume of calls promptly, maintaining agreed response standards.
• Handle email and online enquiries efficiently to meet service level targets.
• Prepare and submit accurate telephone notes.
• Implement business continuity procedures when the call system fails and communicate with colleagues.
• Report any faults in the internal call system or related telephone software.
• Perform routine office tasks such as printing, filing, photocopying, scanning and archiving files.

Required profile

• Minimum GCSE Maths & English Grade 5/C or equivalent.
• Previous customer service experience (essential).
• Call handling experience (preferred).
• Proactive, go‑getter attitude with strong verbal and written communication.
• Good problem‑solving, empathy and attention to detail.
• Experience working in a team‑oriented office environment.

Required skills

• Proficiency with Microsoft Office, especially Excel, Word and 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 wide range of voluntary benefits (tech scheme, cycle‑to‑work, dental, health cash plan, gym membership, travel insurance, retailer discounts, etc.).
• Disability Confident Employer – reasonable adjustments available.