Outsourcing NNA Service Centre Omni Channel Administrator

• 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, utilising 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 organisation to continuously improve caller and member experience

• 1-2 years’ experience in supporting in-bound 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 organisational and multitasking skills to manager volume of interactions and prioritise task 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

Willis Towers Watson