Healthcare Concierge Operations Coordinator

Join our award-winning team at WTW

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.

Hours:               37 hours per week. 

Our Contact Centre operates Monday – Friday 8am – 6pm (excluding bank holidays). Your shifts will be on a rotation within our operating hours.

Workstyle:       Hybrid – Following successful on-site induction training (in Knutsford), you’ll have the ability to work up to 4 days a week from home, provided you have a quiet, private workspace and reliable internet access.

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.

The role

Do you thrive in a fast-paced, client-focused environment where your expertise makes a real difference? If so, we’d love to welcome you to the Healthcare Concierge Department. We are excited to offer a new opportunity to join our long-established Healthcare Concierge team.  Healthcare Concierge is a private medical insurance claims advice and support service, where we support members through their private medical health claims. 

In this role, you’ll be working closely with the Management Team to provide operational and administrative support to ensure the smooth running of the Healthcare Concierge Department. This role is critical in maintaining compliance with regulatory standards (including FCA Consumer Duty), supporting frontline teams, and ensuring excellent customer experience.

Key Responsibilities

•  Operational Support:
  • Assist in day-to-day coordination of contact centre activities.
  • Monitor call volumes, scheduling, and resource allocation to meet SLAs.
  • Support workforce planning and rota management.
• Process & Compliance:
  • Ensure adherence to FCA regulations and Consumer Duty principles.
  • Maintain accurate records and audit trails for claims handling.
  • Assist with quality assurance checks and compliance reporting.
• Data & Reporting:
  • Prepare daily/weekly MI reports on performance metrics (e.g., call handling times, customer satisfaction, resolution rates).
  • Identify trends and escalate operational risks or service issues.
• Systems & Technology:
  • Provide first-line support for contact centre systems and escalate technical issues.
  • Assist with onboarding and training staff on system updates and process changes.
• Customer Experience:
  • Support initiatives to improve customer journey and reduce friction points.
  • Handle escalations or complex queries when required.
• Continuous Improvement:
  • Contribute to process improvement projects and operational efficiency initiatives.
  • Gather feedback from frontline teams and customers to inform enhancements
  • Other duties as required

The Requirements

• Previous experience in an operations support or administrative role (ideally within a contact centre environment).
• Familiarity with regulatory compliance (Ideally in financial services or healthcare).
• Strong organisational and time-management skills.
• Excellent communication and interpersonal skills.
• Analytical mindset with ability to interpret data and produce reports.
• Proficiency in MS Office and contact centre systems.
• Ability to work under pressure and adapt to changing priorities.

• Strong attention to detail and problem-solving abilities.

• Knowledge of FCA regulations and Consumer Duty (desirable).

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.

Equal Opportunity Employer