Customer Advisor (Denplan) - 12 month FTC

Simplyhealth; Andover; On-site; Confidential; Full time

Job summary

A health insurance provider located in Andover is looking for a Customer Advisor to assist customers through their Denplan queries. This role offers a flexible working environment with a minimum of one day required in the office per week. The ideal candidate should have previous customer service experience and excellent communication skills. Competitive salary and benefits are included.

Benefits

Generous pension with a 6% employer contribution

28 days holiday plus bank holidays

Flexible benefits pot for additional perks

Access to a wellbeing hub

Recognition awards

Qualifications

• Experience in delivering a consistently positive customer experience under pressure.
• Ability to work with multiple communication channels and retain detailed information.
• Understanding of the health insurance market is preferred.

Responsibilities

• Assist customers with their queries via phone.
• Take ownership of customer issues and resolve them effectively.
• Participate in achieving set productivity targets.

Skills

Previous experience in a fast-paced customer service environment

Ability to deliver a positive customer experience

Digital savvy

Excellent verbal and written communication skills

Curiosity and initiative to find solutions

Job description

Customer Advisor (Denplan) - 12 month FTC

• Customer Advisor (Denplan) - 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, you’ll be the first point of contact for our customers over the telephone, helping with their queries and ensuring they receive the best service possible. You will be a part of our Service vision which is to deliver an effortless digital experience enabled by world class AI and supported by human expertise.

Key responsibilities:

• Dealing with customers via phone to ensure they receive a helpful, positive experience with their Denplan queries.
• Taking full ownership of queries and following them through to a successful outcome. You’ll also handle occasional complaints, with full support from us.
• Ensuring customers receive a positive and outstanding experience each time you are in contact with them.
• Meeting agreed productivity requirements such as call time availability, and processing customer requests accurately so the quality is right first time.
• Actively participate and work towards set targets such as call time availability and processing times.
• To provide excellent customer service by taking full ownership of queries and following these through to a satisfactory conclusion.
• Cross training to support processes across different departments in the ‘one service centre’, this may require you to train on multiple systems.
• Stay informed about our products, services, and the wider healthcare market.

We have a head office in Andover, Hampshire, and 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, you can expect to be in the office a minimum of once a week. The working hours for this role are 35 hours per week, Monday to Friday.

About You

To be considered you must have:

• Previous experience in a fast-paced customer service environment
• The ability and desire to deliver a consistently positive customer experience, even under pressure
• Digital savvy and the ability to work with multiple communication channels and systems
• A keen eye for detail, with the ability to retain information on multiple products and their terms
• Excellent verbal and written communication skills
• A track record of exceeding customer expectations
• Curiosity and initiative to find solutions - to solve problems in order to reach a positive outcome
• A general understanding of the health insurance market and our competitors

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

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 with Talent Acquisition Team
• AssessFirst: psychometric, motivational and aptitude online assessment
• Interview with the 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