Customer Service Advisor Sheffield, UK

16 Apr 2017
16 May 2017
Contract Type
Full Time

Customer Service Advisor / Inbound, Pensions, Employee Benefits

Aon Hewitt are continuing to expand an exciting inbound Customer Service Centre to serve our UK clients in Sheffield. The Service Centre has been based in Sheffield’s city centre since March 2015, and has increased their total staff compliment from 42 to 58 colleagues.

Based in the city centre, we are looking for a number of Customer Service Advisors to join the existing team. This is your chance to join a vibrant team, and have impact to Empower Results in the way Aon Hewitt services its clients.

Customer Service Advisors will be responsible for managing inbound calls. These will include queries from pension scheme members, regarding their pension entitlement and benefits, and from Aon Hewitt’s internal Pension teams. This is an inbound advisor role, with full and ongoing training being provided to successful candidates.

About the Role

As a Customer Service Advisor some of your key responsibilities will involve;

  • Being part of a highly motivated and talented team
  • Providing high levels of exceptional customer service to our clients’ pension scheme members at all times
  • Handling inbound queries efficiently and effectively
  • Adhering to a clients’ pre-determined service level agreements (SLAs) and daily Key Performance Indicators (KPIs) 
  • Liaising with the Pensions Administration delivery teams in order to resolve more complex member queries     
  • Demonstrating expected levels of client and pension scheme knowledge; you will be required to resolve 80% of calls at first point of contact, after training
  • The role will require you to multitask across IT platforms

    About you 

    As a Customer Service Advisor your skills and qualifications will ideally include;

  • Strong customer service and communication skills
  • The ability to explain complex matters in an easy to understand manner
  • Resilience, able to work in a demanding call volume environment
  • Embraces and reacts positively to change, taking part in change project
  • Computer Skills essential in using computer applications (Internet Explorer/MS Office/Outlook required)
  • Previous experience within a busy Customer Service focused role preferred
  • In the interview stages these abilities will be tested on some call scenarios and tests. Full support and materials will be provided. These tests are a way to evaluate individual customer service ability

    Working Hours

    The full-time positions are working 36.25 hours per week, Monday to Friday.  We operate slightly staggered shift patterns starting from 8:15am onwards, ending no later than 5:30pm.

    Our Colleague Experience

    Every day, our colleagues make a difference, work with the best, own their potential, and value one another. Together, we share this one purpose: to empower economic and human possibility around the world. This unifying goal is at the heart of our identity, and it lives in everything we do.  To learn more about our colleague experience, visit Aon Colleague Experience.

    We offer you

    A competitive total rewards package which includes a flexible comprehensive benefits package and 25 days holiday. Through our flexible benefits, you will also have the opportunity to choose additional benefits, including healthcare, childcare vouchers and additional holiday.  Continuing education & training, and tremendous potential with a growing worldwide organization.

    About Aon

    Aon Hewitt is the global leader in human resource solutions, with over 35,000 professionals in 90 countries serving more than 20,000 clients worldwide across 100+ solutions.  For more information on Aon Hewitt, please visit

    Aon is an equal opportunities employer.  Aon's recruitment and selection policy ensures the best possible skill mix of colleagues and the highest quality candidates are appointed using objective job-related criteria.