Customer Advisor (Helpline) - 12 month FTC

Simplyhealth; Andover; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading health insurer in the UK is looking for a Customer Advisor to be the first point of contact for customer queries. This role requires a passion for customer service and the ability to thrive in a fast-paced environment. You will handle calls, process claims accurately, and be an integral part of a team focused on delivering exceptional service. The position offers flexible working options, a competitive salary, and a robust benefits package including bonuses, health plans, and generous holidays.

Benefits

Group bonus scheme

Generous pension with 6% contribution

28 days holiday plus bank holidays

Flexible benefits pot

Health plan

Access to a wellbeing hub

Shopping discounts

Recognition awards

3 volunteering days

Qualifications

• Previous experience in a fast-paced customer service environment.
• Ability to deliver a consistent positive customer experience.
• Experience with multiple communication channels.

Responsibilities

• Assist customers over the phone with their queries.
• Process claims accurately and efficiently.
• Provide excellent customer service and ownership of queries.

Skills

Customer service experience

Excellent communication skills

Attention to detail

Digital savvy

Problem-solving skills

Job description

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’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 queries.
• Identifying claims that require additional information are dealt with effectively
• Processing claims accurately and against stretching targets
• Ensuring customers receive a positive and outstanding experience each time you are in contact with them
• 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

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
• 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

Our dream candidate will also have :

• Telephony experience from previous work in a target-driven environment
• Have a general understanding of the healthcare market and our competitors

What’s in it for you As well as a competitive salary, our benefits package includes :

• Group bonus scheme
• 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
• Shopping discounts
• Recognition awards
• Give as you earn
• 3 volunteering days

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. 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, 9am-5pm.