Customer Service Representative

The Role

• Answer inbound queries relating to Pensions and Flexible Benefits via telephone, email, and web chat. Returning voicemails and making call-backs as required. Clearly and accurately documenting your discussion and any actions due to be taken.


• Aim to answer caller queries on first contact as often as possible, utilizing the self-serve opportunities WTW provide online where appropriate.


• Handle confidential information with sensitivity and discretion in accordance with the General Data Protection Legislation and company data security requirements.


• Provide an exceptional level of customer service, adapting to different caller scenarios in accordance with WTW Best Practice and Client processes.


• Positively represent WTW and our Clients by providing a friendly and professional service


• Work efficiently to achieve team and personal targets.


• Collaborate with team members and organization to continuously improve caller and member experience (please note this is not a sales environment, the targets are around answering calls within set timeframes / resolving queries efficiently on first contact)

The Requirements:

• 1-2 years of experience in supporting inbound customer service, with GB client interaction/experience preferred


• Ability to gain a strong understanding of the administrative process as it relates to Pension and Flexible Benefit Plans


• Bachelor’s degree and pass given assessments


• Attention to detail and accuracy in data entry and documentation


• Good organizational and multitasking skills to manager volume of interactions and prioritize tasks efficiently 


• Keen to provide an exceptional service, with a positive and caller-focused attitude


• Good communication skills (listening, spoken and written)


• Natural problem solver, able to work to a high level of accuracy


• Able to work well under pressure and meet solo/team targets


• Experience using Microsoft Office with a strong ability to use multiple open computer windows to answer queries while on the phone/email/webchat


• Keen to take ownership and assist callers with their queries


• Good time management

WTW is an Equal Opportunity Employer