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.