Contact Centre Agent - Guidant Global : Job Details

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.

Job details:

Location: Ipswich - IP1 1TA

Job type: Onsite

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

Minimum Criteria & Skills (including education & licenses)

Essential

* Pass at C or above for Maths and English Language at GCSE or equivalent

* 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

Guidant Global (BH4SF) is acting as an Employment Business in relation to this vacancy.