Customer Service Associate (SFS)

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

Job summary

Simplyhealth, based in Andover with regular head office attendance, is hiring a Customer Service Associate to be the first point of contact for customer and dental practice enquiries. You will provide proactive, professional and solutions-focused support, resolving issues and handling complaints.

Working in the SFS team, you will collaborate with Operations, Risk & Compliance and Product to understand needs, maintain accurate records in CRM, and identify trends to improve customer outcomes while

Qualifications

• Experience in a customer service or operational support role.
• Excellent written and verbal communication skills.
• Strong attention to detail and a commitment to accuracy.
• The ability to manage multiple priorities and organise your workload effectively.
• A customer-first mindset and a passion for delivering positive outcomes.
• Confidence working with policies, procedures and regulatory requirements.
• Strong IT skills and experience using CRM or case management systems.
• The ability to work collaboratively with a wide range of stakeholders.

Responsibilities

• Acting as the first point of contact for customer and dental practice enquiries.
• Providing clear, professional and timely responses in line with service level agreements.
• Building strong relationships with customers, dental practices and internal stakeholders.
• Managing customer complaints and escalating complex or risk-related issues when required.
• Accurately maintaining customer records using CRM and case management systems.
• Monitoring case progression and ensuring customer queries are resolved promptly and effectively.
• Identifying recurring trends and sharing insights to improve processes and customer outcomes.
• Collaborating with teams across SFS, Operations, Risk & Compliance and Product to ensure customer needs are understood and acted upon.
• Supporting continuous improvement initiatives that enhance service quality and operational efficiency

Skills

Customer service

Communication

Attention to detail

Multi-tasking

Regulatory awareness

CRM systems

Tools

CRM systems

Job description

About The Role

At Simplyhealth, our purpose is simple and ambitious: to improve access to healthcare for all in the UK. As part of our growing Simplyhealth Funding Services (SFS) team, you'll play a key role in delivering an outstanding support experience for dental practices and their patients, helping them access affordable healthcare solutions.

As a Customer Service Associate, you'll be the first point of contact for customer and dental practice enquiries, providing a proactive, professional and solutions-focused service. You'll work closely with colleagues, stakeholders and external partners to resolve issues, manage complaints and ensure customers receive timely, effective support. This is an exciting opportunity to join a developing area of the business where you'll help shape the future customer experience. You'll identify opportunities for improvement, contribute insights that drive positive change and play an important role in delivering good customer outcomes within a regulated environment.

Key Responsibilities Include

• Acting as the first point of contact for customer and dental practice enquiries.
• Providing clear, professional and timely responses in line with service level agreements.
• Building strong relationships with customers, dental practices and internal stakeholders.
• Managing customer complaints and escalating complex or risk‑related issues when required.
• Accurately maintaining customer records using CRM and case management systems.
• Monitoring case progression and ensuring customer queries are resolved promptly and effectively.
• Identifying recurring trends and sharing insights to improve processes and customer outcomes.
• Collaborating with teams across SFS, Operations, Risk & Compliance and Product to ensure customer needs are understood and acted upon.
• Supporting continuous improvement initiatives that enhance service quality and operational efficiency

This is an Andover-based role with regular attendance at our Hampshire head office, supported by our flexible smart working approach.

About You

We're looking for a customer-focused individual who enjoys solving problems, building relationships and delivering excellent service. You'll be organized, proactive and comfortable working in a fast-paced environment where accuracy, empathy and attention to detail are critical.

To Be Successful In This Role, You'll Have

• Experience in a customer service or operational support role.
• Excellent written and verbal communication skills.
• Strong attention to detail and a commitment to accuracy.
• The ability to manage multiple priorities and organise your workload effectively.
• A customer‑first mindset and a passion for delivering positive outcomes.
• Confidence working with policies, procedures and regulatory requirements.
• Strong IT skills and experience using CRM or case management systems.
• The ability to work collaboratively with a wide range of stakeholders.

It would be beneficial if you also have experience handling complaints, working within a regulated environment, or managing complex customer queries.

Most importantly, you'll share our values of courage, curiosity, trust and kindness, and be passionate about putting customers at the heart of everything you do.

We encourage applications from people of all backgrounds and experiences who share our ambition to improve access to healthcare and make a positive difference to customers, communities and colleagues.