Job Objective

To take inbound calls from the members of the workplace pension scheme, general queries to be answered in a professional manner, providing accurate information whilst delivering excellent customer service.

6 month fixed term contract

Key Responsibilities

The duties and responsibilities of the Telephony call agents include, but are not limited to, the following tasks and activities:

Responsible for all aspects of the accounts payable function:

• Taking inbound calls from our members through our customer service phone line

• Providing excellent customer service

• Adhering to phone KPIs hitting daily targets

Ensure that our customers are treated fairly and receive a fair and consistent service in line with the Company s TCF policy.

Ensure clients receive regular and effective communication which is professional and delivered to the highest standards.

Maintain and develop good business relationships with internal and external customers.

Work in conjunction with the team to ensure all work is carried out to the highest quality, and within the service levels laid down.

Escalate any problems, mistakes, backlogs, or issues immediately to line manager.

Report any breaches or complaints immediately to line manager and to Compliance.

Where risks are identified, ensure these are documented and reported to the line manager and compliance

Take responsibility for individual tasks, and action them within the required timescales.

Achieve and maintain competence as required by the Company s Training and Competence Scheme.

Work the necessary hours to ensure work is completed with agreed Service Levels.

Provide support to the line manager to ensure the overall team objectives are met.

To commit to and uphold the STM Group Organisational Values: Showing Care & Respect; Taking Personal Responsibility; Having a Passion for Excellence; Striving for Business Success and Working Together.

Key Interfaces

STM Group colleagues

Clients/customers

Third party suppliers

Compliance and Technical Department

Team members

IT

Knowledge and Skills

At least 1 year experience in call centre/customer service phone-based roles (required)

Experience in the financial industry or pensions would be an advantage

Good organisation skills and able to prioritise

Attention to detail

Team player

Excellence and quality in service delivery

Demonstrates innovation and added value towards customers needs

Acting with accountability and integrity