DESCRIPTION

Customer Service Representative – Inbound Service Centre
Location: Redhill
Salary: £22,932 per annum
Hours: 35 hours per week (Monday to Friday)
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.

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.

We’re looking for individuals who are:

• 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

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.

Your day-to-day will include:

• 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