Contact Centre Claims Advisor

Benenden Health; York and North Yorkshire; Hybrid; GBP 21,000 - 29,000; Full time

Benefits offered by this job

Health & Wellbeing benefits

Hybrid working

32 days holiday including bank holiday

Job summary

Benenden Health is seeking a Customer-focused Contact Centre Advisor to support members via telephone, providing guidance and compassionate assistance.

You'll handle a wide range of enquiries, manage sensitive conversations with empathy, record information accurately, and escalate where appropriate in a busy hybrid environment with training and career development opportunities in York.

Qualifications

• Demonstrates empathy and professionalism in diverse member conversations.
• Excellent communication and listening skills with clear, confident phone manner.
• Ability to build rapport quickly and handle sensitive situations with care.

Responsibilities

• Support members with a wide range of enquiries over the phone.
• Help members understand services and support available to them.
• Listen actively to understand circumstances and provide appropriate guidance.
• Record information accurately using our systems.

Skills

Empathy

Communication

Active listening

Telephone handling

Problem solving

Tools

CRM systems

Microsoft Office

Job description

Contact Centre Claims Advisor

Monday-Friday | 9am-5pm | No weekends or bank holidays | Full-time (37.5 hours) or Part-time (minimum 22.5 hours)

Be the voice our members remember.

When people contact Benenden Health, it's often because they need support, reassurance or guidance.

As a Contact Centre Claims Advisor, you'll be the person they turn to.

One call could be from a member who's confused about their healthcare options. The next might be from someone making a complaint, feeling frustrated, or going through a difficult period in their life. Some conversations will be straightforward. Others will require empathy, patience and professionalism.

This isn't about reading from a script or rushing people off the phone. It's about listening, understanding what matters most to each member and helping them find the right outcome.

If you're someone who enjoys talking to people, building trust and making a genuine difference through conversation, we'd love to hear from you.

What you'll be doing

Every call is different, but your role will include:

• Supporting members with a wide range of enquiries over the phone
• Helping members understand the services and support available to them
• Listening carefully and asking the right questions to understand individual circumstances
• Supporting vulnerable members and handling sensitive conversations with professionalism and care
• Managing complaints and ensuring they are resolved or escalated appropriately
• Recording information accurately using our systems

Who succeeds in this role?

Successful advisors come from a variety of backgrounds. Some are looking for their first professional role, while others bring years of customer or life experience. What they all have in common is a genuine passion for helping people.

You'll be successful in this role if you:

• Enjoy speaking to people and building rapport quickly
• Remain calm, professional and empathetic when conversations become challenging or emotional
• Can adapt your communication style to meet different members' needs
• Are comfortable receiving coaching and feedback and using it to improve
• Take pride in continually developing your skills and knowledge
• Can follow processes accurately and consistently
• Have excellent attention to detail and can confidently navigate multiple systems while speaking on the phone
• Take ownership of mistakes and learn from them

This is a telephone-based role, and you'll spend most of your day speaking with members, so you'll need to genuinely enjoy helping people through conversation.

No contact centre experience? No problem.

We're far more interested in your attitude, communication skills and willingness to learn than whether you've worked in a contact centre before!

We invest heavily in our people because we want you to succeed.

Your induction programme includes:

• 4 weeks of full-time classroom training (Starting 4 January 2027)
• 2 weeks in our Coaching Academy, taking live calls with dedicated support
• Ongoing coaching, feedback and development throughout your career

To give yourself the best possible start, you'll need to be available for the full six-week training programme and won't be able to take annual leave during this period.

Why Benenden Health?

With a 120-year history, Benenden Health is a unique place to work. Whatever the department, no two days are ever the same and the opportunities are as diverse as the members we serve.

Working for a business with a strong commitment to ‘doing the right thing’, you can expect a broad range of benefits, including-

• Health & Wellbeing: Free Benenden Health membership, Benenden Cash Plan and Employee Assistance Programme
• Work-Life Balance: Hybrid working and up to 35 days' holiday, including bank holidays
• Financial Benefits: Pension with up to 10% employer contributions, employee discounts and cashback schemes
• Career Development: Training, professional development and career progression opportunities
• Lifestyle Perks: Cycle to Work scheme, free onsite gym, free parking at our York office
• Giving Back: Opportunities to support local charities, employee events and Give As You Earn initiatives

We believe that different perspectives make us stronger. At Benenden Health, we're committed to creating an inclusive workplace where everyone feels valued, respected and able to be their authentic self. We welcome applications from people of all backgrounds, experiences and communities, and are committed to providing an accessible recruitment process. If there's anything we can do to support you during your application or interview, please let us know.

Any offer of employment for this role will be made under Benenden Health terms and conditions.

This role may also be relevant to candidates searching for Customer Service Advisor, Contact Centre Advisor, Call Centre Advisor, Customer Support Advisor, Customer Care Advisor, Customer Experience Advisor, Member Services Advisor or Telephone Customer Service Advisor opportunities.