Senior Call Centre Agent
Job Title: Senior Call Agent
Job Type: Permanent/Full Time
Location: Redhill & Reigate
Salary: £20,000 - £26,000 per annum + Benefits
Search Consultancy is currently working on behalf of a company, who is on the lookout for a Senior Call Agent, to be based within the call centre. You will be responsible for providing excellent customer service to members in a professional and a helpful manner.
Do you have the skills required?
Your key role will be taking inbound calls relating to occupational pension schemes, answering quires via email and be asked to provide support to the administration and customer service team. You will also be asked to train team members, supervise workloads and check work of other team members.
* 25 days holiday
* Bonus scheme
* Pension scheme
* Full comprehensive training programmes
* Progression opportunities
This position is Monday - Friday, shift patterns between the hours of 8am - 8pm, 35 hours a week.
Main duties and Responsibilities:
* Answer inbound calls and respond to customer queries to set service standards.
* Sustain and develop knowledge on pension schemes.
* Supervise a team or project as directed by your Team Leader, ensuring that any SLAs and KPIs are followed to.
* Hit individual and team targets.
* Make outbound calls when required
* Deliver an efficient, professional service to meet all client/members' needs and to promote positivity on behalf of the company.
* Ensure timely manner to complete time sheets.
* Provide feedback to managers, team leaders or to relevant departments as of or when required.
* Deliver 1-2-1's with al team members, providing feedback and setting agreed objectives
Skills and experience required
* Able to work under pressure.
* Call Centre/Contact Centre experience required.
* Computer literate.
* Excellent customer service skills.
* To be able to mentor, supervise and have previous experience in allocating work.
* Able to work towards and exceed targets.
* Previous supervisor or management experience.
Please be aware this position is subject to background checks.
Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.