Customer Service Advisor - Health

Unum Ireland; Basingstoke; On-site; GBP 22,000 - 32,000; Full time

Job summary

Unum UK is seeking a Customer Service Advisor to join the Health team in Basingstoke. You will handle customer enquiries, support members, brokers and clients with policy and claims questions, and provide accurate guidance to ensure a seamless customer experience.

In this role you will manage multi-channel enquiries, work to achieve first-contact resolution, and contribute to continuous improvement of processes. A strong focus on customer care and cross-functional collaboration is essential.

Qualifications

• Experience delivering high-quality customer service.
• Strong written and verbal communication.
• Ability to handle a variety of customer enquiries and resolve issues.
• Excellent attention to detail and accuracy.
• Ability to manage competing priorities in a fast-paced environment.

Responsibilities

• Handle customer enquiries via telephone, email and written correspondence.
• Support members, brokers and clients with policy and claims-related queries.
• Take ownership of customer needs, asking the right questions to understand their circumstances and provide accurate guidance.
• Deliver a high-quality service that achieves positive customer outcomes and first-contact resolution wherever possible.
• Manage escalated enquiries and complaints professionally and empathetically.
• Contribute to team performance, operational objectives and service standards.
• Identify opportunities to improve processes and enhance the customer experience.
• Build and maintain strong knowledge of our products, systems and processes.
• Support the onboarding and development of new colleagues when required.

Skills

Customer service

Communication skills

Problem solving

Attention to detail

Prioritization

Tools

Microsoft Word

Microsoft Excel

Job description

Job Posting End Date: October 15

Who are we?

We’re a specialist employee benefits provider, striving to create healthy, happy workplaces. As part of the international Unum Group, we’re on a collective mission to help the working world thrive.

The role

What will you be doing? At Unum, we're here to help people through some of life's unexpected moments. Our Health team plays an important role in delivering an exceptional experience to our members, clients and intermediaries, providing support, guidance and reassurance when it's needed most.

What will you bring?

We're looking for a Customer Service Advisor to join our Health team in Basingstoke. This is a varied role where you'll combine excellent customer service skills with problem solving, relationship building and claims administration, helping to ensure our customers receive a seamless and positive experience.

What you'll be doing

As a key member of the team, you'll be responsible for managing customer enquiries and claim-related activities across a range of Health products. Whether speaking with members over the phone or responding to written enquiries, you'll focus on delivering accurate information, finding solutions and creating positive outcomes.

You Will:

• Handle customer enquiries via telephone, email and written correspondence.
• Support members, brokers and clients with policy and claims-related queries.
• Take ownership of customer needs, asking the right questions to understand their circumstances and provide accurate guidance.
• Deliver a high-quality service that achieves positive customer outcomes and first-contact resolution wherever possible.
• Manage escalated enquiries and complaints professionally and empathetically.
• Contribute to team performance, operational objectives and service standards.
• Identify opportunities to improve processes and enhance the customer experience.
• Build and maintain strong knowledge of our products, systems and processes.
• Support the onboarding and development of new colleagues when required.

You'll bring:

• Experience delivering high-quality customer service in a professional environment.
• Strong communication skills, both written and verbal.
• Confidence handling a variety of customer enquiries and resolving issues effectively.
• Excellent attention to detail and a commitment to getting things right.
• The ability to manage competing priorities in a fast-paced environment.
• Strong teamwork skills, alongside the ability to work independently when needed.
• Good Microsoft Office skills, including Word and Excel.
• A proactive approach to learning, development and continuous improvement.

Why join us?

At Unum, we’ve created a workplace where people feel supported to progress and grow, and can see their ambitions coming to life.

As a part of our commitment to creating an inclusive workplace, we actively encourage applications from those with disabilities and those with long-term health conditions.

If you meet the essential criteria for the role and choose to opt in to the scheme during your application, you will be offered an interview under the Disability Confident Scheme.

If you need assistance and/or reasonable accommodation due to a disability during the application or recruiting process, please send a request to [e-mail].

We are proud to be a Disability Confident Employer.

Company: Unum UK

At Unum Group, we’re a Fortune 500 company and leading international provider of workplace benefits and services, helping workers and their families thrive for more than 175 years. Through our Unum and Colonial Life brands, our company offers disability, life, accident, critical illness, dental and vision insurance; leave and absence management support; and behavioral health services. Our 10,000+ employees work across operations in the US, UK and Poland, as well as our dedicated Technology Centre in Ireland.

Unum Group is committed to working with and providing reasonable accommodations for any applicant with a disability.

If you are disabled and need a reasonable accommodation to participate in the application or hiring process, please contact us by submitting a request here.