Contact Centre Agent – Sheffield

A contact centre agent in Sheffield is responsible for managing inbound calls related to occupational pension schemes and responding to member queries via phone and email. The role involves supporting the administration and customer service team, escalating calls as appropriate, and maintaining knowledge of pension processes. Outbound calls may be required, and the agent must work collaboratively in a team environment to meet daily KPIs, including handling 50 calls per day. Accurate completion of timesheets is necessary, and strong communication skills are essential for providing quality service. Contact centre or pensions sector experience is advantageous, with technical skills in customer service and telephony tools important for success.