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
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Contact Centre Agent employer: WTW
WTW is an exceptional employer that prioritises inclusivity and employee wellbeing, offering a comprehensive benefits package that includes 25 days of annual leave, private healthcare, and a defined contribution pension scheme. The work culture fosters professional growth through hybrid working options and opportunities to engage in meaningful community service, making it an ideal environment for those looking to develop their careers while contributing positively to society.
