Contact Centre Agent

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 time-sheets

Willis Towers Watsons 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 worlds leading organisations 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

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