Address
Form of work
Salary* * PLEASE APPLY DIRECTLY ON OUR BARNETT WADDINGHAM CAREERS SITE * *
With over 1700 people across 9 UK offices, we are proud to be a leading independent UK consultancy at the forefront of risk, pensions, investment and insurance. Each individual delivers on our shared values and our commitment to ensuring the highest levels of trust, integrity and quality.
We are seeking a Helpline Operator to be based at our Glasgow office. Training will take place in the office and there is the opportunity for hybrid working between home and office (2-3 days per week) once training has been successfully completed.
A 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. They will work as part of a team, potentially across several teams and offices, to ensure the speedy response rate to all calls and queries received, upholding a high standard of customer care at all times.
A team leader manages each team and work is carried out in accordance with the Pension Administration Practice Area’s control environment procedures and Customer Care ethos which are in place to ensure accuracy and timeliness of the services for clients.
Responsibilities
- To act as the first point of contact for clients, scheme members, their representatives and other organisations; communicating effectively and efficiently in a professional, courteous and timely manner
- 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
- Report any faults in the internal call system and any systems connected to the telephone software
- 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
Experience
- Customer service or call handling experience is desired
- Experience of working in an office within a team environment is beneficial
- Professional services experience is an advantage
- GCSE Grade “5” or “C” in Maths and English is preferable, however experience in the role is more desirable than other academic achievements
- An understanding of Microsoft Office programmes, in particular Excel, Word and Outlook
- Excellent telephone and verbal communication skills
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Here is a summary of our benefits:
- Competitive discretionary annual bonus
- Life assurance (4x up to 10x)
- Group income protection up to 65% of salary
- Private medical cover
- 25 days holiday per year and up to 30 days with holiday trading
- Generous pension scheme (we contribute 8%)
- Sports Allowance – we pay up to 50% of your gym/sports membership (up to £50 pm)
- Employee Assistance Programme
- Complimentary fresh fruit, hot and cold drinks in all our offices
- Paid volunteering day per year as a commitment to our Corporate Social Investment
- Support your favourite charity with the "Give as You Earn" option
- Match-funding for individuals raising money for a recognised charity
- Corporate social investment programme
- Funded training and professional development
- Lots of clubs, sporting and social events across our offices
- DEI Networks include Early careers, Gender equality, Inter-faith, LGBT+, Multicultural and Wellness+
- Tech / mobile advantage scheme
- Cycle to work scheme
- Healthcare cash plan
- Health assessments
- Dental cover
- Critical illness cover
- Ability to add family members to benefits
- Discounted gym membership
- Travel insurance options
- Will writing
- Access to GP service
- Access to Eldercare concierge service
- Travel loan
- Broad range of cash back offers and discounts at hundreds of retailers including supermarkets, fitness centres, travel and leisure companies
Accessibility
If you have a disability, learning difficulty, medical condition, or individual need, which you believe may affect your performance during our selection process, we’ll be happy to make adjustments to our processes to enable you a fair opportunity to showcase your skills.
Please visit AbilityNet should you benefit from advice on making your device easier to use if you have a disability. Should you require information in a different format, have other accessibility or reasonable adjustment requirements or if you find any problems not listed on this page, please contact (url removed) or call us on (phone number removed).
Postal applications should be sent to: Resourcing & Talent Acquisition, Barnett Waddingham, St James's House, St James Square, Cheltenham, Gloucestershire, GL50 3PR
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