This job is with WTW, an inclusive employer and a member of myGwork the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Job Description
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)
Qualifications
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
