Contact Centre Agent

Job Description:

Title: Contact Centre Agent Location: Redhill RH1 – fully onsite Payrate: 13.30 per hour Hours: 40/week

Start Date: 07/04/2026 End Date: 05/07/2026

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 timesheets

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, Carbon60, Lorien & SRG – The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.

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