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Help Desk Operator

Location: CROYDON, SURREY Salary: 21000.00 - 21000.00 GBP Per Annum
Sector: Business Support Job Type: Permanent
Shift Type: N/A Applications: 1
Posted: 2 months ago Reference: 3091044
Are you looking for a new role within a vibrant office?? Excellent Customer service experience and Administrative expertise??

My client is an Employee Benefits company based in East Croydon.

The Help Desk is the first level of contact support and response for clients (these include IFAs, Accountants, Employers and Employees).
The Help Desk Operator role is a key role in the delivery of a telephony and online based help & support service to Creative’s book of Auto Enrolment, Defined Contribution, Defined Benefit and Wealth Management clients.

The initial role includes providing help and assistance to clients on a number of issues - ranging from how they are affected by the Auto Enrolment legislation to how our new online solution works, and in time this role will include providing assistance to clients regarding how they can consolidate their previous pension policies all the way to understanding what their retirement options may be.

Help Desk Operatives work with the Auto Enrolment, Existing Business and Wealth Management teams to ensure the highest possible level of service & support to clients at all times.



The Job role:
This is a contract position within a busy Help Desk team – the role is dynamic and tasks will vary. You will provide immediate support by fulfilling various admin tasks identified by the Help Desk Manager and you will interact with team members and clients and handle inbound and outbound calls. This contract will provide you with a learning experience of the role and has the opportunity for permanent placement at the end of the contract – depending on business needs.
Key Tasks and Responsibilities

Auto Enrolment Clients:
• Provide guidance and information to Advisers, Accountants and Employers looking for help / clarification / information on Auto Enrolment solutions for their clients / companies.
• Provide telephone and email based support to employees of CAE online & Group Clients who have appointed Creative to deliver auto enrolment to their staff;
• Be able to guide payroll administrators / accountants through the AE online process, the upload process and discuss troubleshooting.
• Be able to guide employees through the Auto Enrolment online & Create systems and their functionality;
• Manage the uploading of data and communications to company software to keep a complete auditable 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;
• Be compliant in all activities in accordance with regulations and standards of Creative Group (and Creative Auto Enrolment in particular), the FCA,OFCOM and any other relevant regulatory bodies.

Existing Business Clients:
• Support Defined Contribution and Defined Benefit Group Pension Clients, their members and the Existing Business Team with regard to telephone and email administrative requests;

All Clients:
• 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 Creative, the FCA and any other relevant regulatory bodies;
• Meet any continuing professional development objectives as required by Creative, the FCA and any other relevant regulatory bodies.


• Team player, who likes variety in their job and likes working in a small & growing team, where the ability to work flexibly will be required.
• You have a confident and energetic approach to dealing with queries on the phone.
• You are a FANTASTIC Communicator – you are articulate and have the gift of the gab. You also have good verbal and written communication skills.
• You are diligent and resourceful – you won’t be happy until you have resolved a client query to some satisfactory level.
• You are IT Proficient
(Capable of competently using MS Office packages – Intermediate to Advanced skill level in Excel, Outlook and Word in particular)
• You have a keen eye for detail and a high level of accuracy – even when completing tasks under pressure or to tight deadlines.
• You are teachable, adaptable and a keen and quick learner.
• You might have some experience working in a call centre environment…
• A CAN DO attitude is very important
• You might come from or have an aptitude for / knowledge of / experience with:
o A Pensions background
o Knowledge of Auto Enrolment
o Knowledge of Payroll software



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