Contact Centre Agent

Guidant Global • TRAFFIC • Suffolk, Ipswich, United Kingdom • 17h ago

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

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