Willis Towers Watson Benefit Admin Team Leader in Reigate, United Kingdom

Benefit Admin Team Leader

Date Posted: March 19, 2018


Not ready to Apply? at https://willistowerswatson.avature.net/WTWTalentNetwork


The role of Team Leader is to manage the administration function, ensuring all work is completed in agreed timescales. To act as an escalation point for urgent cases, ensuring prioritisation within the team and expectation management to colleagues and clients. Working with the administration manager to ensure a high level of quality service delivery meeting client expectations.

The Role:

Support and lead the administration team, holding regular one to ones and encouraging and developing team members. Ensuring all deadlines are met and work is completed accurately.

Performance Objectives:


•Display good time management skills and demonstrate ability to organise and prioritise own workload.

•Demonstrate commitment by ensuring that targets and deadlines are met.

•Understand the business and live the company’s values.

•Be a point of reference on technical issues and non-standard cases.

•Ensure work allocated is carried out in accordance with:

•Practice guidelines.

•Documented operating procedures.

•Quality standards.

•Performance / Service standards.

•Support the delivery of both the annual enrolment and ongoing administration projects.

•Review and respond to urgent queries or complaints.


•Weekly review with Senior Administration members of team’s work position.

•Weekly update with Administration Manager to discuss the team’s work position and their skills progression.

•Liaise with Administration Manager over resources, workflow and client expectations.

•Monitor own workflow and that of junior associates to ensure service levels are achieved.

•Manage the junior associates to make sure that work is dealt with efficiently and within deadlines.

•Ensure team members are fully informed of:

•Current events.

•Procedural changes.

•Benefit changes.

•Understand your role in the team and understand the roles of others in the team.

•Encourage teamwork by sharing knowledge, ideas and solutions.

•Hold regular team meetings and daily huddles.

•Be a point of reference for administrators on problem solving, new ideas and solutions.


•Ensure an efficient, professional service is provided to meet all client/members’ needs and to promote the Willis Towers Watson brand.

•Communicate effectively with client/members via the telephone/email, remembering each caller will have a different level of understanding. Record each call/email as they occur.

•Develop good written communication skills to deal with more complex queries and requests.

•Ensure all communications are dealt with within defined quality and service standards.

•Gather and analyse individual complaints received and produce report for Administration Manager.

•Analyse areas where the service to clients/members could be improved and put forward recommendations to Administration Manager and/or Client Manager as appropriate.

•In conjunction with the Administration Manager, ensure that all delivery promises and performance standards are achieved.


•Support the team in preparing monthly fee invoice by the dates set by Finance.

•Review and reconcile monthly client billing

The requirements

•Experience in a supervisory / team leader role.

•Proven interpersonal skills, to include communication and negotiation with large corporate clients.

•Commercial experience in a customer service environment.

•Able to simultaneously handle several work tasks at once.

•Able to work well under pressure and meet targets.

•Able to work to a high level of accuracy.

•Pass at grade C or above for Maths and English at GCSE or equivalent.

•Knowledge of flexible benefits or pensions advantageous

The Company

Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at willistowerswatson.com .

Willis Towers Watson is an equal opportunity employer

Willis Towers Watson believes that effectively managing a diverse workforce is vital to our business strategy. We have an obligation to our organization, ourselves and our clients to hire and develop the best people we can find. We will continually review our policies and practices to ensure that all areas of the employment process (including recruiting, hiring, work assignments, compensation, benefits, promotions, transfers, company-sponsored development programs and overall workplace experience) are free from discriminatory practices. We are committed to equal employment opportunities at Willis Towers Watson.

Unsolicited Contact: Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer.


Not ready to Apply? at https://willistowerswatson.avature.net/WTWTalentNetwork


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  • Location:Reigate, England, GB

  • Date Posted:March 19, 2018