Job Description:
Title: Contact Centre Agent
Location: Redhill- fully onsite
Payrate: £13.30 per hour
Hours: 40/week
Start Date: 23/02/2026
End Date: 22/05/2026 (possibility of extension further based on performance)
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
1. Forward on escalated calls in the correct manner
2. Maintain and develop knowledge of pension schemes
People
3. Provide support to the administration team
4. Support team members during busy periods
5. Work as part of an effective team
Clients
6. Answer the phones and respond to members queries to set service standards
7. Provide an efficient, professional service to meet all client/members' needs and to promote the Willis Towers Watson brand
8. Communicate with members via email
9. Make outbound calls when required
Financial
10. Hit individual (KPI of 50 calls per day) and team targets
11. Ensure timely completion of timesheets
Minimum Criteria & Skills (including education & licenses)
Essential
12. Able to work to a high level of accuracy
13. Able to work well under pressure and meet targets
14. Interpersonal skills to include good written and verbal communication
15. Computer literate
16. Excellent customer service skills and a positive, customer focused attitude
Advantageous
17. Experience in either DB or DC pensions administration would be an advantage
18. Experience working within a contact centre would be an advantage
A global Technology and Administration Solutions business delivering outsourced pension administration services to occupational pension funds. Revenue is primarily driven by long-term client partnerships across key markets including Germany, the UK, and the US. With over 25 years of experience, the business has supported some of the world's leading organizations, providing benefits administration and outsourcing services to more than five million participants worldwide.