Helpdesk Operator

Clark James Head Office
London (Greater)
11 Feb 2018
16 Feb 2018
Contract Type
Full Time
Working on behalf of an award-winning Chartered firm of financial planning experts who offer tailored advice in the fields of Employee Benefits, Wealth Management and Auto Enrolment, we are seeking a Helpdesk Operator.

As Helpdesk Operator, you will be the first level of contact support and response for clients (including IFA’s, Accountants, Employers and Employees. You will work the with Auto Enrolment, Employee Benefits and Wealth Management teams, as well as third party introducers, ensuring the highest possible level of service and support at all times.

The Helpdesk Operator role is key to the delivery of a telephony and online based help & support service the book of clients. The role is dynamic in that your day can contain a variety of different tasks ranging from inbound and outbound calls to email support and you will provide immediate support by fulfilling various tasks identified by the Helpdesk Management Team.

The Company
Their senior management team have worked together for many years, providing cohesive leadership and direction and have a team of highly qualified consultants and advisers who offer a wealth of experience in pension and employee benefit consultancy, with many being pension transfer specialists. Given their history and experience in helping organisations on the design and implementation of employee benefit programmes, they also now play a part in auto enrolment.

Our client are extremely proud of their prestigious Chartered status, awarded by the Chartered Institute of Insurance (CII).

Key Tasks and Responsibilities
• Provide guidance and information to Advisers, Accountants and Employers looking for help / clarification / information on Auto Enrolment solutions for their clients / companies
• Provide telephony and email-based support to employees of clients who have appointed Creative to deliver auto enrolment to their staff
• Be able to guide payroll administrators / accountants through Auto Enrolment processes
• Be able to guide employees through the Auto Enrolment systems and their functionality
• Manage the uploading of data and communications to company software to keep a complete audit trail
• Resolve queries, troubleshooting and concerns expressed by employees, employers and Introducers - which are associated to their online application, the auto enrolment processes and communications - providing appropriate guidance where necessary
• Support Defined Contribution and Defined Benefit Group Pension Clients, their members and the Existing Business Team with regard to telephone and email administrative requests
• Pass clients who require regulated advice to the appropriate consultants within Creative so that everything we do remains compliant at all times
• Be compliant in all activities in accordance with regulations and standards of our client, the FCA, OFCOM, the Pensions Regulator and any other relevant regulatory bodies

Qualifications, Experience and Skills
• You are a Team Player and enjoy a busy, fast paced working environment
• You have a professional manner and fantastic work ethic - you have the confidence and personal skills to work with a wide range of clients and colleagues
• You are an enthusiastic self-starter with a CAN DO attitude and you can be flexible within your defined role
• You like variety in your working day and enjoy working in a small & growing team
• You are a FANTASTIC Communicator – you have outstanding communication skills and consider yourself to be articulate with good tone and excellent grammar
• You are highly organised and demonstrate the ability to multi-task and prioritise delivery in accordance with deadlines and within the defined quality requirements
• You are IT Proficient and easily adapt to new systems
• You have an exceptional eye for detail and a high level of accuracy – even when completing tasks under pressure or to tight deadlines
• You are reliable, teachable, adaptable and a keen and quick learner

You might come from a background of / have aptitude / knowledge / experience of:
• Financial Services – and pensions in particular;
• Knowledge of Auto Enrolment;
• Knowledge of Payroll software.

The ideal application will demonstrate
• A good track record of customer service and/or communication skills
• IT/Computer literacy – inform us of your knowledge /experience of using the MS Office Suite (in particular: MS Excel, Outlook and Word)
• Obvious job history demonstrating that you embrace new systems quickly (Have you worked on different databases, programs or software?)

Any of the following may be advantageous to your application
• Some experience working in a Contact Centre environment;
• Some experience working within Financial Services
• Any experience of Pensions, Payroll software or Pensions within Payroll

This is a 12 month contract position offering you a learning experience, and enabling you to acquire additional skills that may result in an opportunity for permanent placement at the end of the contract – depending on business needs.

Liability and Disclaimer
The information contained in our advert including any salary or on target earnings information is given in good faith and Clark James Ltd uses all reasonable efforts to ensure that it is accurate. However, Clark James Ltd gives no representation or warranty in respect of such information and all such representations and warranties, whether express or implied, are excluded. No liability is accepted by Clark James Ltd for any loss or damage which may arise out of any person relying on or using any information within this advert.

Please note
All applications received will be dealt with in the strictest confidence
Due to the volume of applications received we will be in touch if your application has been successful within 7 working days. If you have not received any communication within this time, please assume you have been unsuccessful on this occasion, but the information may be retained in connection with future opportunities

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