Pension Services Advisor - Customer Support

Willis Towers Watson; Redhill; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

25 days annual leave

Private healthcare

Life insurance

Pension matched up to 10%

Volunteer day

Cycle-to-work

Job summary

Willis Towers Watson in the United Kingdom is hiring a Customer Service Representative to join our team on the front lines, handling inbound calls, emails and live chats from employees of our clients about their occupational pension schemes in a fast-paced, customer-focused environment. This role emphasizes excellent communication, empathy and problem-solving, with full training provided.

You’ll work to resolve queries at first contact, support vulnerable customers, and help maintain a high

Qualifications

• Customer service experience is desirable but not essential.
• Willingness to learn and participate in training.
• Ability to communicate clearly and empathetically.

Responsibilities

• Deliver outstanding service via telephone, email, and live chat.
• Navigate varied customer needs with empathy, clarity, and professionalism.
• Represent Willis Towers Watson and our clients positively in every interaction.
• Effectively using our systems to resolve and record queries on a first-contact resolution.
• Handle complaints with a calm, solutions-focused approach, ensuring each customer feels listened to and supported.
• Recognise and respond appropriately to vulnerable customers, showing sensitivity and tailoring support to meet their specific needs.

Skills

Excellent communication

Active listening

Strong writing

Problem solving

Calm under pressure

IT literacy

Adaptable

Customer focus

Job description

Willis Towers Watson in the United Kingdom is hiring a Customer Service Representative to join our team on the front lines, handling inbound calls, emails and live chats from employees of our clients about their occupational pension schemes in a fast-paced, customer-focused environment. This role emphasizes excellent communication, empathy and problem-solving, with full training provided.

You’ll work to resolve queries at first contact, support vulnerable customers, and help maintain a high