Customer Advisor (Consumer) - 12 Month FTC

Simplyhealth; England; Hybrid; Confidential; Full time

Job summary

A leading health company in the UK is seeking a Customer Advisor (Consumer) on a 12-month fixed-term contract. The role involves providing exemplary service and managing claims through various channels such as telephone and web chat. This position allows for flexibility in working remotely, post-training, promoting a balanced life at work.

Benefits

Generous pension with a 6% contribution

28 days holiday plus bank holidays

Flexible benefits pot

Health plan

Access to a wellbeing hub

Recognition awards

Qualifications

• Prior experience in a customer service role is essential.
• Experience in a call center environment is desirable.

Responsibilities

• Processing claims submitted by customers accurately against targets.
• Ensuring customers receive a positive experience each time.
• Actively participating in meeting service level agreements.

Skills

Customer Service

Communication

Problem Solving

Job description

Customer Advisor (Consumer) - 12 Month FTC

• Customer Advisor (Consumer) - 12 Month FTC

About The Role

We’re not just your average health company; we’re aiming to revolutionise access to healthcare in the UK by offering innovative health and wellbeing solutions that are affordable, accessible, and effective. From preventive care to comprehensive medical support, we aim to empower individuals to take charge of their health, inspiring them to make the most of their wellbeing. Added to that we’re the first health insurer in the UK to be awarded B-Corp status in recognition of our significant achievements in sustainability, in addition to our ambitious environmental and social responsibility goals.

As a Customer Advisor (Consumer) , you’ll be responsible for dealing with customers through various channels such as telephone, email, and web chat and you will also be processing claims submitted by our customers in line with policies and our standard operating procedures (SOPS). A focus will be on achieving personal goals/daily targets and having a personal impact on the goals set for the wider team.

Key responsibilities

• Identifying claims that are submitted through any channel which require additional information are dealt with effectively
• Processing claims accurately and against stretching targets
• Managing department mailboxes boxes as required
• Ensuring customers receive a positive and outstanding experience each time you are in contact with them
• Actively participate and work towards meeting service level agreements when creating and maintaining customer policies and client schemes
• Be comfortable to discuss performance in front of others
• Display excellent communication skills with key internal or external stakeholders
• To provide excellent customer service by taking full ownership of queries and following these through to a satisfactory conclusion
• Ensure that you work in a safe manner and remain up to date and comply with the Health & Safety policy statement and procedures and report any incidents to your line manager.
• Cross training to support processes across different departments in the ‘one service centre’, this may require you to train on multiple systems
• Once fully trained be able to support in the training of colleagues
• Ensure anything you consider to be a risk to either the customer/client experience of the wider business is highlighted in a timely manner and relevant support provided to address the risk.
• Have a general understanding of the healthcare market and our competitors
• Continually champion the Simplyhealth values and standards, positively acting as a role model at all times
• Ensure you actively remain up to date on Simplyhealth products and services

About You

To be considered you must have:

• Customer Service experience
• Experience working with computers with a reasonable understanding of functions
• Desirable to have worked in a call centre environment previously

What’s in it for you

As well as a competitive salary, our benefits package includes:

• Generous pension with a 6% pension gift from us
• 28 days holiday (plus bank holidays) - with the option to buy and sell a further 5 days
• Flexible benefits pot ( which you can choose to use against some great benefits such as critical illness, private medical insurance, shopping vouchers and more)
• Your own health plan
• Access to a wellbeing hub
• Recognition awards
• Give as you earn

We have a head office in Hampshire, but depending on your role, you’ll be able to enjoy our‘smart working’ approach This means you can flex when and where you spend your time.For many of us this means day to day work can be handled remotely, but there will also be times when we need to come together in the office to collaborate, attend training sessions, induction, briefings and more. As a Customer Advisor (Consumer), after you have completed 2.5 weeks in office training, we aim to be in the office a minimum of 3 days per week for the first 6 months in role, dropping to a minimum of 1-2 days once settled into the role.

Your Recruitment Journey

We’re focused on providing an application, assessment and onboarding journey that is fair, consistent, diverse and inclusive for all, allowing us to hire top talent based on the skills and behaviours pivotal to your and our success.

Your process

• Screening call withTalent Acquisition Team
• AssessFirst: psychometric, motivational and aptitude online assessment
• Face to Face Interview at our Head Office withthe hiring manager and team

Please note: Working for a purpose driven company like ours is a fantastic opportunity so we often receive high volumes of applications for our roles. In these cases, we may close our job adverts early and aren’t able to consider applications after this time.

Competitive salary plus excellent benefits