Customer Experience Consultant

2 weeks ago

Melbourne, Victoria, Australia WTW Full time

WTW is seeking a full-time Customer Experience Consultant to join our dynamic Retail team in the Melbourne office. This role is perfect for someone looking to step into the insurance industry while providing exceptional customer service.

The Role

The successful candidate will be responsible for all aspects of client servicing to maintain and grow an existing book alongside an Account Executive and Account Director. The portfolio is underpinned by a motor vehicle portfolio servicing both private persons and businesses creating an opportunity to contribute to one of WTW's newest and fastest expanding client relationships in Australia. The portfolio will have a focus on our class leading Private and Business Motor product sold through our partnerships. This important client service role joins a team as the face of our brand with first impressions underpinning the value of WTW and our OEM partner.

A key pillar to the Retail business is our Affinity sponsor/partner relationships and this role will actively promote and support this important relationship. Demonstrating exceptional interpersonal and organisational skills, the successful candidate will have a strong service ethic ensuring a quality service is always delivered to our clients. The candidate will also help generate new business opportunities to contribute to the success of the team. You will be able to work comfortably to achieve challenging individual and team targets.

As a member of a high performing team, the successful candidate will be responsible for:

  • Developing and maintaining business relationships with new and existing clients, third parties and insurers;
  • Managing a healthy volume of incoming calls and emails day to day and ensuring compliance with SLAs;
  • Identifying insurable risks and working alongside colleagues to design and negotiate appropriate insurance solutions for the client;
  • Promoting WTW's brand within the insurance industry both locally and nationally.

The Requirements

  • You have experience as a Customer Experience Consultant or Account Broker within the insurance or insurance broking industry, or you possess strong customer service skills gained from a call center or similar environment.
  • You have a proven ability to understand and meet a client's needs.
  • You have a Tier 2 qualification (or a willingness to work towards it), and Tier 1 (insurance broking) qualification is highly regarded but not required.
  • You have a reasonable level of competency in Word and Excel and knowledge of PowerPoint.
  • Your oral and written communication skills are strong whether you are communicating one-on-one or to a group.
  • With a high-volume portfolio your ability to prioritise supported by excellent organisation and time management skills keep you ahead of your schedule and workload.
  • You are professional, reliable and able to work autonomously with minimal guidance.
  • You will thrive in a team-oriented environment and always be willing to help your colleagues and peers in times of need.
  • We'll love your drive, ambition and focus on excellence.
  • You enjoy a great work-life balance which embraces a well-supported Hybrid working environment.

Why Join WTW?

WTW provides a competitive benefits package which includes the following (eligibility requirements apply):

  • Annual bonus
  • Company paid salary continuance insurance
  • Life and TPD insurance
  • Hybrid working
  • Networks (Gender, Wellbeing, Pride)
  • Career Growth – internal opportunities and development programs

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a "hybrid" style, with a mix of in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and "hybrid" is not a one-size-fits-all solution.

We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working. Please speak to your recruiter to discuss more.

At WTW, we believe that a culture of inclusion and diversity is critical to our business. It's not a separate initiative – rather it's fundamental to everything we do. We are an equal-opportunity employer who is committed to fostering an inclusive work environment and embrace diversity including gender, nationality, disability, age, marital/parental status, ethnicity, gender identity and sexual orientation. We welcome applications from people from all backgrounds.

In the spirit of reconciliation, WTW acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

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

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