DESCRIPTION

We are excited to offer a unique opportunity for a Registered Nurse to join our long established, dynamic Healthcare Concierge team. This role blends clinical expertise with customer service, supporting members with their workplace insurance benefits, guiding them through private medical insurance claims, and sign posting to other services where applicable.
You will be based in our Contact Centre as part of a multidisciplinary team—including Receptionists, Benefits Advisers, and Nurses—delivering exceptional care and support across multiple communication channels. Your compassionate approach and clinical insight will help members navigate their healthcare options with confidence and clarity, working in line with processes across all communication channels to provide excellent customer experience in line with service level agreements (SLAs), key performance indicators (KPIs) and quality benchmarks.
You will also be processing claims for the customer, taking accountability, and managing the transaction from start to finish (where possible), making sure a seamless experience is provided. You will be responsible for managing your own caseload and expected to work autonomously, whilst providing support to your colleagues to ensure department targets are met. This role may not always be easy, not every treatment requested is covered on the policy and you need to be confident and comfortable declining treatment requests.

THE REQUIREMENTS

• NMC Registration and clinical experience in either the NHS or private sector.
• A commitment to maintaining clinical competence and staying current with best practices.
• Strong interpersonal and customer service skills.
• Excellent time management, resilience, and the ability to work independently with minimal supervision as well as part of a team.
• A customer-first mindset and active listening skills.
• Confidence in building internal networks and adapting to change.
• The ability to follow structured processes and Financial Conduct Authority (FCA) regulations.
• Proficiency in Microsoft Office and multitasking across systems.
• Broad clinical knowledge, including current treatments and healthcare policies.
• The ability to evaluate, plan and prioritise workload within demanding timescales and respond rapidly and decisively whilst providing excellent customer service.
  At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.
  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 candidate.helpdesk@willistowerswatson.com

THE ROLE

• Provide empathetic, professional support to customers via phone and written communication.
• Authorise or decline treatment requests in line with policy guidelines—this includes confidently handling sensitive conversations.
• Manage your own caseload, ensuring timely and accurate processing of claims from start to finish.
• Maintain detailed records and ensure all interactions are logged in our customer database.
• Taking personal accountability for work outputs and meeting SLA, KPI and quality benchmarks.
• Collaborate with internal and external teams.
• Uphold NMC and WTW codes of conduct and escalate complaints when necessary.
• Support client retention efforts and promote WTW’s values and services.
• Monitor trends in workplace illness and high claims, sharing insights with clients.
• Maintain confidentiality and adhere to all company policies, including Health & Safety and Equality & Diversity.
• Participate in ongoing training and development, including mandatory courses and performance appraisals.
• Undertake other duties as required.