Customer Service Agent

JR United Kingdom; Redhill; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player is seeking a motivated individual to join their dynamic call centre team. In this role, you will be the first point of contact for clients, primarily handling inbound calls related to various pension schemes. Your ability to communicate effectively and provide excellent customer service will be crucial as you respond to client queries and support the administration team. This position offers a friendly and professional environment where your contributions will help maintain high service standards and achieve team targets. If you thrive under pressure and enjoy working in a fast-paced setting, this opportunity is perfect for you.

Qualifications

• Experience in DB or DC pensions administration is advantageous.
• Previous contact centre experience is a plus.

Responsibilities

• Handle inbound calls regarding pension schemes and provide support.
• Maintain service standards and respond to client queries via email.

Skills

Communication Skills

Customer Service Skills

Interpersonal Skills

Ability to Work Under Pressure

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:

1. Forward on escalated calls in the correct manner
2. Maintain and develop knowledge of pension schemes
3. Provide support to the administration team
4. Work as part of an effective team

Clients

1. Answer the phones and respond to members queries to set service standards
2. Provide an efficient, professional service to meet all client/members' needs
3. Communicate with members via email
4. Make outbound calls when required
5. Hit individual (KPI of 50 calls per day) and team targets
6. Ensure timely completion of timesheets
7. Able to work to a high level of accuracy
8. Able to work well under pressure and meet targets
9. Interpersonal skills to include good written and verbal communication
10. Excellent customer service skills and a positive, customer focused attitude

Advantageous

1. Experience in either DB or DC pensions administration would be an advantage
2. Experience working within a contact centre would be an advantage

Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit.