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:
• 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
Clients
• Answer the phones and respond to members queries to set service standards
• Provide an efficient, professional service to meet all client/members' needs
• 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:
• 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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