Call Center Representative

Lorien; Whitburn; On-site; GBP 21,000 - 25,000; Full time

Job summary

Willis Towers Watson is seeking a Contact Centre Agent in Redhill to handle inbound calls regarding pension schemes and occasionally respond to emails. You will support the admin and customer service teams while meeting service standards.

You will work five days a week in a busy call centre, delivering accurate information and professional service to clients and members, with a focus on teamwork and accountability.

Qualifications

• Excellent customer service skills and a positive, customer focused attitude.
• Ability to communicate clearly in written form.
• Strong verbal communication with colleagues and customers.
• High level of accuracy in handling calls and data.
• Capable of working under pressure and meeting targets.
• Able to use computers and basic software.
• Collaborative team player with a proactive mindset.

Responsibilities

• Forward 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 phones and respond to members' queries to meet service standards.
• Communicate with members via email.
• Make outbound calls when required.
• Hit individual KPI of 50 calls per day and contribute to team targets.
• Ensure timely completion of timesheets.

Skills

Customer service

Written communication

Verbal communication

Accuracy

Under pressure

Computer literacy

Teamwork

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