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Contact Centre Representative
4 months ago
**Contractual hours**
36.25
**Basis**
Full time
**Region**
England - North
**Job category/type**
- XPS Administration
**Date posted**
20/05/2024
**Job reference**
REQ002318
**Contact Centre Representative**
**Middlesbrough**
**Hybrid**
**Full Time**
**12 Months Fixed Term Contract**
**Please note we are holding assessment centres lasting 2 hours on Monday 4th June 2024 between 10:00 -12:00 and** between 14:00 - 16:00.**
**This role is from Monday - Friday 8:45am - 17:00pm.**
**XPS Pensions Group is a multi-award **winning and leading independent pensions consulting **and administration business. At XPS, **our vision is to create a vibrant place to work **where difference is recognised as a strength and where **talented **people can flourish **and achieve their highest potential.**
Our Pensions Administration business continues to grow and we are now looking for a number of Contact Centre Representatives to join our vibrant office in Middlesbrough with hybrid working. This is an exciting role and would most likely suit someone with previous experience in a contact centre role or within a customer services where customer care is of paramount importance. Ideally you will have gained knowledge and experience of handling customers in a variety of situations and are focussed on providing a first class customer service.
XPS is the only UK pensions specialist listed on the London Stock Exchange Main Market and we have the scale and flexibility to think and act differently. We are a multi-award-winning Pensions Consultancy with over 1 million member pension schemes administered and 1800 staff in locations across the UK. We advise on all things workplace pensions related. We help trustees and employers run pension schemes for the benefit of both current and former employees and we support scheme members in a way that is relevant, innovative and easily digestible.
Our people drive our success and as an XPS employee you can bring your whole self to work - Everyone is treated equally and with respect. We will provide you with the support and training you need to grow and be at your very best. It’s about inclusion and diversity, ensuring all our people feel included, that they belong to XPS and that they’re happy. Above all, it’s about ensuring everyone has a voice and feels valued. Because they are.
**The Team**
Our award-winning pensions administration business puts scheme members at the heart of everything we do. Our services include scheme administration, first-time outsourcing, member communications and scam protection.
**The Role**
As a Contact Centre Respresentative with XPS you will
Handle a high volume of inbound calls in a professional and timely manner, ensuring customer satisfaction.
- Understand customers' needs and provide appropriate solutions or alternatives to meet their requirements.
- Accurately record and maintain customer information and interactions in a centralised database.
- Deliver first-class customer service at all times, maintaining a positive and friendly demeanor.
**Your profile**
- GCSE grade C/4 in English and Maths
- Previous experience in contact centre or phone based office role is preferred, but other customer focussed roles including retail and hospitality will also be considered.
- Must have full right to work in the UK without restriction and have no CCJ's
- Excellent communication skills, both verbal and written, with the ability to convey information clearly and effectively.
- Strong interpersonal skills, enabling you to build rapport with customers and handle diverse customer interactions.
- Demonstrated organizational and planning skills, allowing you to manage multiple tasks and prioritize effectively.
- Proactive mindset with a desire to improve standards, develop new procedures, and enhance working practices.
- Ability to work under pressure and handle challenging situations professionally and calmly.
- Familiarity with CRM software and databases is a plus.
**What we offer**:
**Find out more about **Life at XPS**
**Find out more about **Our People Approach**
**We offer an attractive reward package, including**:
- Competitive salary
- Participation in a Discretionary Bonus Scheme
- 25 days holiday
- A set of core benefits including pension plan, life assurance, employee assistance programme, access to a qualified, practicing GP 24 hours a day, 365 days a year
- A comprehensive range of voluntary and flexible benefits to suit you and your lifestyle including holiday trading, tech scheme, cycle to work scheme, dental cover, healthcare cash plan, critical illness cover, private medical cover for self and family, travel insurance and a broad range of discounts at hundreds of retailers.
**What next**:
- Right to Work confirmation
- DBS Disclosure check
- Employment or educational references covering five years
- Satisfactory credit check
**_We continuously strive to build an inclusive workplace where all forms of diversity are valued, includin
