Contact Centre Agent
Posted 2 days ago by 1761395746
Negotiable
Undetermined
Onsite
Ipswich
Summary: The role of Contact Centre Agent involves working in a busy call centre environment, primarily handling inbound calls related to various occupational pension schemes. The position requires providing support to both customers and the administration team, ensuring high service standards and effective communication. The agent will also be responsible for meeting performance targets and maintaining knowledge of pension schemes. This is a fully onsite position based in Ipswich for a duration of three months.
Key Responsibilities:
- Take inbound calls related to occupational pension schemes.
- Answer queries via email and provide support to the administration and customer service team.
- Forward escalated calls appropriately.
- Maintain and develop knowledge of pension schemes.
- Support team members during busy periods.
- Meet individual and team targets, including a KPI of 50 calls per day.
- Ensure timely completion of timesheets.
- Communicate with members via email and make outbound calls when required.
Key Skills:
- Able to work to a high level of accuracy.
- Able to work well under pressure and meet targets.
- Good written and verbal communication skills.
- Computer literate.
- Excellent customer service skills and a positive, customer-focused attitude.
- Experience in either DB or DC pensions administration (advantageous).
- Experience working within a contact centre (advantageous).
Salary (Rate): undetermined
City: Ipswich
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Location Ipswich, fully onsite
3 months contract
Description:
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 Willis Towers Watson 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
Willis Towers Watson's Technology and Administration Solutions (TAS) is a global line of business whose revenue is primarily driven from providing outsourced pension administration services to occupational pension funds. Our three largest markets are Germany, UK and US. We have worked with some of the world's leading organizations for over 25 years to provide benefit administration and outsourcing to over five million participants across the globe.
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
