Customer Experience Specialist — Flexible Hybrid Work

Simplyhealth; East Oakley; Hybrid; GBP 23,000 - 29,000; Full time

Job summary

Simplyhealth is seeking a Customer Service Associate to act as the first point of contact for customer and dental practice inquiries. You will deliver proactive, professional, solutions-focused support and work with internal teams to resolve issues and manage complaints.

Based at Andover with regular attendance at our Hampshire head office and a flexible smart working approach. You will help shape the customer experience and contribute insights to improve processes and outcomes within a

Qualifications

• Excellent customer service and communication skills.
• Experience with CRM systems and case management.
• Ability to manage complaints and resolve issues professionally.

Responsibilities

• Act as first point of contact for customer and dental practice enquiries.
• Provide clear, timely responses aligned with SLAs.
• Build relationships with customers, practices, and stakeholders.
• Manage complaints and escalate complex/risk issues as needed.
• Maintain customer records in CRM/case management systems.
• Monitor case progression and ensure timely resolution.
• Identify trends and share insights to improve processes.
• Collaborate with SFS, Operations, Risk & Compliance and Product teams.
• Support continuous improvement initiatives to enhance quality and efficiency.

Skills

Customer service

CRM

Communication

Problem solving

Attention to detail

Tools

CRM software

Job description

Simplyhealth is seeking a Customer Service Associate to act as the first point of contact for customer and dental practice inquiries. You will deliver proactive, professional, solutions-focused support and work with internal teams to resolve issues and manage complaints.

Based at Andover with regular attendance at our Hampshire head office and a flexible smart working approach. You will help shape the customer experience and contribute insights to improve processes and outcomes within a