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Contact Centre Agent/Call Centre Agent (Inside IR35)

eTeam Inc.

Posted on Nov 18, 2022 by eTeam Inc.

Redhill, Surrey, United Kingdom
Customer Service
Immediate Start
£12.5 - £12.5 Hourly

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:

Forward on escalated calls in the correct manner
Maintain and develop knowledge of pension schemes

Provide support to the administration team
Support team members during busy periods
Work as part of an effective team


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

Hit individual (KPI of 50 calls per day) and team targets
Ensure timely completion of timesheets

Minimum Criteria & Skills (including education & licenses):

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

Experience in either DB or DC pensions administration would be an advantage
Experience working within a contact centre would be an advantage

Reference: 1796783592

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