Call Center Representative

Call Centre / CustomerService
West Lothian
September 18, 2026
Permanent
Urgent

Job Description

Contact Centre Agent- Redhill 5 days a week in Redhill

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.

Responsibilities:

  • Forward on escalated calls in the correct manner
  • Maintain and develop knowledge of pension schemes
  • Provide support to the administration team
  • Support team members during busy periods
  • Work as part of an effective team
  • Answer the phones and respond to members queries to set service standards
  • Provide an efficient, professional service to meet all client/members’ needs and to promote the Willis Towers Watson brand
  • Communicate with members via email
  • Make outbound calls when required
  • Hit individual (KPI of 50 calls per day) and team targets
  • Ensure timely completion of timesheets

Essential

  • Able to work to a high level of accuracy
  • Able to work well under pressure and meet targets
  • Interpersonal skills to include good written and verbal communication
  • Computer literate
  • Excellent customer service skills and a positive, customer focused attitude

Advantageous

  • Experience in either DB or DC pensions administration would be an advantage

Location

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