Barnett Waddingham
Graduate - Helpline Operator
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About the Role
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.
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
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Selection Process
If you pass the initial screening, you’ll be invited to complete a series of assessments including a skills test, a workplace behaviour assessment to see how well the role suits your working style, and a one-way video interview with scenario-based questions. This helps us get a fuller picture of how you’ll thrive in the role beyond what’s on your CV.
A Snapshot of Your Day
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- 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.
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