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- Tasks: Join a dynamic team handling inbound calls about pension schemes and providing top-notch customer support.
- Company: Be part of a global advisory firm with a rich history and a mission to turn risk into growth.
- Benefits: Enjoy competitive pay, accrued holidays, and the potential for contract extension.
- Why this job: Gain valuable experience in a fast-paced environment while supporting clients and enhancing your communication skills.
- Qualifications: Must have GCSEs in Maths and English at grade C or above; customer service experience is a plus.
- Other info: Onsite parking available; work in a friendly, professional atmosphere.
Job Title- Contact Centre Agent
Job Type- Full time
Duration- 6 months contract (Possible Extension)
Salary- 13.30 per hour/ Inside IR35/ PAYE
Holidays are accrued for PAYE contractors and they get 28days to start off with which increases to 33days after 12weeks.
About us
Our client is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, and has 39,000 employees in more than 120 territories. They design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Their unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance.
The Role
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:
Excellence
Forward on escalated calls in the correct manner
Maintain and develop knowledge of pension schemes
People
Provide support to the administration team
Support team members during busy periods
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 organisation\’s brand
Communicate with members via email
Make outbound calls when required
Financial
Hit individual (KPI of 50 calls per day) and team targets
Ensure timely completion of timesheets
Minimum Criteria & Skills (including education & licenses)
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
Experience working within a contact centre would be an advantage
Contact Centre Agent employer: Guidant Global
Contact Detail:
Guidant Global Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Agent
✨Tip Number 1
Familiarize yourself with occupational pension schemes. Understanding the basics of defined benefit (DB) and defined contribution (DC) pensions can give you an edge during the interview process.
✨Tip Number 2
Practice your communication skills! Since you'll be handling inbound calls and emails, being able to convey information clearly and professionally is crucial. Consider role-playing scenarios with a friend.
✨Tip Number 3
Get comfortable with call center metrics. Knowing what KPIs like call volume and response times mean will help you understand the expectations of the role and show that you're results-oriented.
✨Tip Number 4
Show your team spirit! Highlight any past experiences where you've supported colleagues or worked effectively in a team. This will demonstrate that you can thrive in a collaborative environment.
We think you need these skills to ace Contact Centre Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in customer service and any previous roles in contact centres. Emphasize your communication skills and ability to work under pressure.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the job description. Mention your understanding of pension schemes and your enthusiasm for providing excellent customer service.
Highlight Relevant Skills: In your application, clearly outline your GCSE qualifications in Maths and English, as well as your computer literacy. Provide examples of how you've met targets in previous roles.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Guidant Global
✨Know Your Pension Schemes
Make sure to familiarize yourself with different types of occupational pension schemes. Being able to discuss these confidently will show your potential employer that you are proactive and knowledgeable about the role.
✨Demonstrate Customer Service Skills
Prepare examples from your past experiences where you provided excellent customer service. Highlight how you handled difficult situations and maintained a positive attitude, as this is crucial for a Contact Centre Agent.
✨Practice Effective Communication
Since the role involves answering calls and responding to emails, practice clear and concise communication. You might even want to do a mock interview with a friend to refine your verbal and written skills.
✨Show Team Spirit
Be ready to discuss how you work well in a team environment. Share instances where you supported colleagues during busy periods or contributed to team goals, as teamwork is essential in a call centre setting.
