Call Centre Agent (Pensions)

  • Location
    Norwich, Norfolk
  • Salary
    £ 18000 - £ 21000 / Year
  • Category
    Sales & Retail - Call Centre
  • Job type
  • Industry
    Office and Secretarial
  • External Reference

We are looking for a number of Helpdesk Agents to join our team from October on a fixed term role until end March 2022, although more long-term opportunities may be available. The ideal candidates would have previous experience for a Pensions Helpdesk.

This will be a home-based role - all equipment is provided. The role is working Monday-Friday (37.5hrs per week), shifts between 8:30am-4:30pm/9:30am-5:30pm/10:30am-6:30pm.

Profile Overview

As a member of the Helpdesk team you will be expected to deliver an effective and efficient interface as an ambassador to our Client as a Helpdesk Advisor. You will be responsible for providing informative and responsive support to any pension enquiries received via the Helpdesk. To thrive in the role, you will be a self-starter, able to work autonomously and be motivated to achieve your daily targets. You will be expected to champion best practise and deliver excellent customer service while demonstrating an excellent telephone manner. You will be required to manage a diverse number of enquiries utilising the guidance and information

that has been made available to you. You will be working as part of a team who respond to worker

enquiries received via telephone and email communication channels.


* To act as an ambassador when delivering services for our client.

* To be the first point of contact for Pension related queries across telephone and email

communication channels.

* To accurately record all telephone and email interactions on internal systems.

* Provide informative and responsive support for a range of functional departments across the

organisation either at first point contact or by transferring enquiries to the appropriate

department or specialist.

* To use Helpdesk technologies efficiently and effectively, such as Salesforce/Connect and 8x8

and maintain electronic record details, requests for service and appropriate actions taken.

* To ensure workers are regularly updated on the progress of their enquiry or service request

as agreed at point of contact.

* Assist Team Leader when inducting new starters to the team to ensure they are supported

during their induction programme as and when required.

* To recognise, respect, listen and take responsibility of the varied needs of callers and explore

which solutions are available to meet their needs and provide advice and information

according to standard operating procedures.

* To remain professional at all times when dealing with queries across all channels.

* To proactively direct callers to the most appropriate channel to meet their needs e.g. Self-help


* To engage in service improvement initiatives, actively seeking to reduce avoidable worker

contact through the identification of service issues and appropriate solution.

* To monitor and assess personal performance against targets, seeking support as necessary in

order to deliver Helpdesk key performance indicators (KPIs).

* To assist with any ad-hoc queries as and when required by the needs of the business.

Personal Attributes

* Experience of working in a Customer Service background with proven experience of

interacting with customers over the phone and via email.

* Experience of working in a fast-paced, multiskilled and multi-function environment.

* Recent experience of using current IT and communications technologies.

* Clear and effective verbal and written communication skills.

* Ability to communicate with a diverse range of people.

* Good listening skills.

* Effective time management and organisational skills.

* Accurate data entry and attention to detail skills.

* Excellent telephone skills.

* A positive and tenacious can-do attitude.

* Self-motivated.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Beth Murray