Call Center Representative

Lorien; Redhill; On-site; GBP 18,000 - 24,000; Full time

Job summary

Lorien is seeking a customer-focused call centre agent to join a busy team, handling inbound calls about occupational pension schemes and replying to queries by email. You will support the administration and customer service teams to deliver a high standard of service.

This role emphasizes accuracy and working under pressure to meet targets, with a KPI of 50 calls per day and timely timesheet completion. Excellent written and verbal communication and collaborative teamwork are essential to

Qualifications

• Experience handling inbound calls and responding to member queries.
• Strong written and verbal communication with high accuracy.
• Ability to work under pressure and meet targets (KPI: 50 calls/day).
• Able to work within a team and support administration.

Responsibilities

• Take inbound calls relating to occupational pension schemes.
• Answer queries via email and support the administration and customer service teams.
• Forward escalated calls and maintain knowledge of pension schemes.
• Meet service standards and KPI targets.
• Process timesheets accurately.
• Promote the Willis Towers Watson brand through service.
• Communicate with members via email.
• Make outbound calls when required.
• Work as part of an effective team.

Skills

Call centre experience

Customer service

Written and verbal communication

Teamwork

Target-driven

Job description

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
• 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
• 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
• Excellent customer service skills and a positive, customer focused attitude

Advantageous

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