Job Description

We have an exciting opportunity to join a large pension provider as a Call Centre Agent where you will be assisting customers with day to day enquires regarding their pension account. The office is in Crawley, and you will be required to be there full time for the first 2 weeks for training. After training hybrid working is available with 2 days in the office and 3 days at home.

Role Summary

As a Call Centre Agent, you will be answering inbound calls from customers to support them with their day to day queries including, transfer requests, pension options, bereavements and pension information requests. You will handle up to 40 calls a day from valued customers and work to provide a positive experience with first time resolution.

What you’ll be doing as a Call Centre Agent:

Answer inbound calls with a volume of 40 to 50 per day.

Write detailed notes during and after each conversation.

Take ownership of issues and see them through to resolution

Escalate and refer complex matters accordingly.

Communicate in an open and honest way.

Understand that customers have different needs, and some are vulnerable.

Pay attention and ensure that all requests are acted upon, and all details are accurately recorded.

Be open to feedback and act on it to continuously improve.

Be willing to attend and participate in any training that is offered to you, to include up skills, external training, and regulatory training.

Participate in team huddles.

What we’d like to see from your application:

Have experience working in a customer service environment.

Ideally telephone customer service experience from within a contact centre environment.

Experience supporting vulnerable customers.

Can demonstrate patience, empathy and compassion when required.

Have good listening & communication skills.

Good attention to detail and writing skills.

Core hours: Monday – Friday. 37.5hr week.

Shifts change on a weekly rota given in advance.

8:30am – 4:30pm

9am – 5pm

10am – 6pm

Location: Crawley. Hybrid working after training with 2 days in office and 3 days from home.

Training: Provided for the first 2 weeks.

If you think this is the Call Centre Agent opportunity for you click Apply now.

Please note any offer is subject to satisfactory pre-employment screening checks. These consist of employment, activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.

We are committed to equality of opportunity for all hires and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

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