Guidant Global
Contact Centre Agent
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Location: Redhill – fully onsite
Contract Length: 3 months
Rates: £13.50 per hour PAYE
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
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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 company's 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
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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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