Customer Advisor (Denplan) - 12 month FTC

Simplyhealth; Southampton; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

A leading health insurance provider in the UK is seeking a Customer Advisor to assist customers with their queries over the phone. The successful candidate will ensure a positive customer experience and take ownership of queries to achieve satisfactory outcomes. This role offers a working environment that supports flexible arrangements alongside necessary in-office collaboration. The working hours are 35 hours per week, Monday to Friday.

Qualifications

• Strong communication skills to handle customer queries effectively.
• Ability to provide outstanding customer service.
• Familiarity with healthcare products and services is a plus.

Responsibilities

• Assist customers over the telephone with their queries.
• Take ownership of queries and ensure successful outcomes.
• Meet productivity requirements such as call time availability.

Job description

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’llbe 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 queriesand 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 requirementssuch 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.