Call Center Representative

3 weeks ago

Redhill Surrey, United Kingdom eTeam Full time

Job Description

Job Title: Contact Centre Agent I

Location: Redhill, UK

Job Type: Full Time Contract, 3 Months (Temp to permanent after 3 months based on their performance)

Work Model: Onsite

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 Client 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

Note:

• This role is fully onsite.

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