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 schemesPeople

Provide support to the administration team
Support team members during busy periods
Work as part of an effective teamClients

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 requiredFinancial

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 attitudeAdvantageous

Experience in either DB or DC pensions administration would be an advantage
Experience working within a contact centre would be an advantageGuidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy