Call Center Representative

Lorien; Guildford; On-site; GBP 21,000 - 30,000; Full time

Job summary

Willis Towers Watson is seeking a Contact Centre Agent in Redhill to join a busy call centre team. You will primarily handle inbound calls about pension schemes, with some email queries and support to the administration and customer service teams.

Role requires accuracy, resilience, and strong communication to meet client needs and service standards. 5 days a week in Redhill, with targets and timesheet responsibilities.

Qualifications

• Able to work to a high level of accuracy.
• Able to work well under pressure and meet targets.
• Strong written and verbal communication skills.

Responsibilities

• Answer inbound calls relating to pension schemes.
• Answer queries via email.
• Provide support to the administration and customer service team.
• Support team members during busy periods.
• Hit individual and team targets (KPI of 50 calls per day).
• Ensure timely completion of timesheets.

Skills

Customer service

Call handling

Teamwork

Communication

Accuracy

Job description

Contact Centre Agent- Redhill

5 days a week in Redhill

Working in a busy call centre, within a friendly and professional team. You will mainly be taking inbound calls relating to a variety of occupational pension schemes. You may be required to answer queries via email and be asked to provide support to the administration and customer service team.

Responsibilities:

• Forward on escalated calls in the correct manner
• Maintain and develop knowledge of pension schemes
• Provide support to the administration team
• Support team members during busy periods
• Work as part of an effective team
• Answer the phones and respond to members queries to set service standards
• Provide an efficient, professional service to meet all client/members' needs and to promote the Willis Towers Watson brand
• Communicate with members via email
• Make outbound calls when required
• Hit individual (KPI of 50 calls per day) and team targets
• Ensure timely completion of timesheets

Essential

• Able to work to a high level of accuracy
• Able to work well under pressure and meet targets
• Interpersonal skills to include good written and verbal communication
• Computer literate
• Excellent customer service skills and a positive, customer focused attitude

Advantageous

• Experience in either DB or DC pensions administration would be an advantage