Service Centre Agent

WTW; Ipswich; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

25 days annual leave

Private healthcare

Life insurance

Group income protection

Pension with matched contributions

Hybrid working options

Volunteer day

Job summary

WTW in Ipswich is seeking a Customer Service Representative to handle inbound calls, emails and web chats from employees of client pension schemes, in a fast-paced, customer-focused environment. You will be at the frontline, providing accurate information, resolving queries on initial contact, and representing WTW positively in every interaction.

Full training is provided, with a strong emphasis on listening, empathy, and professional communication.

Qualifications

• Excellent communicators with strong listening and writing skills.
• Proactive problem-solvers who strive for accuracy and clarity.
• Calm under pressure and motivated by personal and team success.
• Comfortable working in a fast-paced environment.
• Resilient and adaptable when handling challenging queries or high call volumes.
• Confident with basic IT systems and willing to learn new tools.

Responsibilities

• Delivering outstanding service via telephone, email, and live chat.
• Navigating varied customer needs with empathy, clarity, and professionalism.
• Representing WTW and our clients positively in every interaction.
• Effectively using our systems to resolve and record queries on a first-contact resolution.
• Handling complaints with a calm, solutions-focused approach, ensuring each customer feels listened to and supported.
• Recognising and responding appropriately to vulnerable customers, showing sensitivity and tailoring support to meet their specific needs.

Skills

Communication skills

Listening skills

Written communication

Problem solving

Calm under pressure

Tools

CRM basics

Job description

Description

Looking for more than just a job? Ready to join a team where your voice matters and your contribution makes a difference?

At WTW, we're more than a contact centre - we're a team of passionate professionals committed to delivering world-class service with a human touch. We don't do cold calls or sales pitches - we focus on what really matters: helping people with workplace pensions and flexible benefits, one interaction at a time.

Whether you're at the beginning of your career or looking for a fresh start, this could be the opportunity you've been waiting for. Full training is provided - what we care most about is your attitude, your willingness to learn, and your dedication to excellent customer service.

As a Customer Service Representative, you'll be at the frontline of our operations, handling inbound calls, emails and web chats from employees of our clients regarding their occupational pension schemes - all in a fast-paced, customer-focused environment.

The Role

• Delivering outstanding service via telephone, email, and live chat
• Navigating varied customer needs with empathy, clarity, and professionalism
• Representing WTW and our clients positively in every interaction
• Effectively using our systems to resolve and record queries on a first-contact resolution
• Handling complaints with a calm, solutions-focused approach, ensuring each customer feels listened to and supported
• Recognising and responding appropriately to vulnerable customers, showing sensitivity and tailoring support to meet their specific needs

Qualifications

What you'll bring

• Previous customer service experience is desirable, but not essential - we're proud to support career development through thorough training and ongoing coaching.
• Excellent communicators with strong listening and writing skills
• Proactive problem-solvers who strive for accuracy and clarity
• Calm under pressure and motivated by personal and team success
• Comfortable working in a fast-paced environment
• Resilient and adaptable - able to stay positive, focused, and professional when handling challenging queries or high call volumes
• Confident with basic IT systems and willing to learn new tools
• Willing to own each interaction and leave customers feeling heard and supported

What we offer

Enjoy a benefits package designed to help you thrive, both professionally and personally. You'll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind. Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company.

We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your community. On top of these, you can opt into a variety of additional perks including an electric vehicle car scheme, share scheme, cycle-to-work programme, dental and optical cover, critical illness protection, and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you.

Equal Opportunity Employer

We're committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email [e-mail]