Contact Centre Advisor

As the first point of contact, respond to all member queries and requests over the  telephone within set quality and time parameters and follow up all commitments to members to ensure they are met.

Role Duties 

• Provide and explain information to members or their authorised representatives in respect of matters relating to current or future changes in their personal circumstances eg. Retirement, bereavement, and divorce, in a clear and engaging way.
• Update and maintain consistent and accurate member records, using the appropriate systems, e.g. Change of address, bank details etc.
• Maintain customer goodwill by identifying when a member has a particularly complex query that should be handled by a senior contact centre team member or pensions administrator and ensuring the call is transferred in line with established procedures.
• Look for opportunities to continuously improve the member experience, making suggestions to improve processes and reduce potential complaints and business risks.

To be considered for this role you will need;

• Maths and English GCSE (or equivalent) with Grade 4 (C) or above
• Recent Customer Service experience
• Contact Centre experience or Customer Service predominantly provided by telephone