Customer Service Advisor - Health

Unum; Basingstoke; On-site; GBP 22,000 - 30,000; Full time

Job summary

Unum in Basingstoke is seeking a Customer Service Advisor to join our Health team. This role blends excellent customer service with problem solving, relationship building and claims administration, ensuring customers have a smooth and positive experience.

You’ll handle enquiries by phone, email, and written correspondence, support policy and claims queries, and strive for first-contact resolution while balancing empathy with attention to detail.

Qualifications

• Previous customer service experience in a professional environment.
• Excellent written and verbal communication.
• Ability to handle multiple enquiries and prioritise tasks.
• Strong attention to detail and accuracy.

Responsibilities

• Handle customer enquiries via telephone, email and written correspondence.
• Support members, brokers and clients with policy and claims queries.
• Own customer needs, asking the right questions to provide guidance.
• Deliver high-quality service aiming for first-contact resolution.
• Manage escalated enquiries and complaints professionally.
• Contribute to team performance and service standards.
• Identify process improvements to enhance customer experience.
• Support onboarding and development of new colleagues when required.

Skills

Experience delivering customer service

Strong communication

Conflict resolution

Attention to detail

Prioritisation in fast-paced

Teamwork and independent work

Microsoft Office (Word & Excel)

Proactive learning & improvement

Tools

Microsoft Word

Microsoft Excel

Job description

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.

We're looking for someone who enjoys helping customers, takes pride in delivering excellent service and can balance empathy with attention to detail.

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.

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., 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., Unum UK