Contact Centre Agent – Bournemouth

A contact centre agent is responsible for managing inbound calls related to occupational pension schemes and responding to member queries via telephone and email. They provide support to the administration and customer service teams and adhere to set procedures when escalating calls. Maintaining and expanding knowledge of pension processes is essential for this role, which also involves making outbound calls when necessary. The position demands meeting daily KPIs, including handling 50 calls per day, and accurately completing timesheets. Candidates should possess strong communication skills, excellent customer service abilities, and be capable of working under pressure to meet targets.