Working as a Contact Centre agent for Zurich, Sterling and Allied Dunbar books of business working with investment bonds, investment accounts, ISA's and life policies. My main responsibility was taking inbound calls on IFA and customer queries and complaints and providing first point resolution where possible. Additionally, I assisted with postal and email admin for the contact centre to deal with quick and simple queries and redirecting these to other departments where necessary.During my time at Capita I was on the future overseer course which led to additional responsibilities such as: mentoring new starters and colleagues being upskilled, call monitoring for any quality issues, taking escalated calls and resolving complaints.