Contact Centre Agent

Wtw; England; On-site; GBP 22,000 - 29,000; Full time

Job summary

Wtw is seeking a friendly and professional call centre advisor to join our team handling inbound calls related to occupational pension schemes. You may also respond to member queries by email and support the administration and customer service teams.

You will forward escalated calls, maintain knowledge of pension schemes, and work as part of an effective team to meet high service standards and timescales. Strong written and verbal communication and accuracy are essential.

Qualifications

• Experience handling inbound calls relating to pension schemes.
• Ability to answer queries via email and support administration and customer service teams.
• Forward escalated calls in the correct manner.
• Maintain and develop knowledge of pension schemes.
• Excellent customer service skills and a customer-focused attitude.

Responsibilities

• 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 company's 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.
• Provide support to the administration team
• Work as part of an effective team

Skills

Call handling

Customer service

Written communication

Verbal communication

Target driven

Time management

Attention to detail

Teamwork

Email support

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.

Performance Objectives

• Forward on escalated calls in the correct manner
• Maintain and develop knowledge of pension schemes

People

• Provide support to the administration team
• Work as part of an effective team

Clients

• 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 company's 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
• Experience working within a contact centre would be an advantage