Call Handler

Job Ref: CMTW02
Sector: Call Centre
Date Added: 01 March 2018
  • Reigate, Surrey, South East, England
  • £9 per Hour
  • Blue Arrow Croydon
  • 02086 888 777

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Our client based in REIGATE is looking for several people to join their busy Contact Centre.

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 Willis Towers Watson 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

Our client 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)
• 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