Customer Service Associate (SFS)

Simplyhealth; Andover; Hybrid; Confidential; Full time

Job summary

Simplyhealth in Andover invites applications for a Customer Service Associate to be the first point of contact for dental practice and patient enquiries. You will resolve issues, manage complaints and provide timely, professional support in a fast-paced, regulated environment.

You'll work with internal teams and external partners, maintain accurate customer records in CRM, and contribute to continuous improvement of service quality while upholding our customer-first values.

Qualifications

• Experience in a customer service or operational support role.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Ability to manage multiple priorities and workload effectively.
• Customer-first mindset and delivering positive outcomes.
• Confidence working with policies, procedures and regulatory requirements.
• Strong IT skills and experience using CRM or case management systems.
• Ability to work collaboratively with a wide range of stakeholders.
• Experience handling complaints or working in a regulated environment is beneficial.

Responsibilities

• Act as the first point of contact for customer and dental practice enquiries.
• Provide clear, professional and timely responses in line with service level agreements.
• Build strong relationships with customers, dental practices and internal stakeholders.
• Manage customer complaints and escalate complex issues when required.
• Accurately maintain customer records using CRM and case management systems.
• Monitor case progression and ensure queries are resolved promptly.
• Identify recurring trends and share insights to improve processes.
• Collaborate with teams across SFS, Operations, Risk & Compliance and Product.
• Support continuous improvement initiatives enhancing service quality and efficiency.

Skills

Customer service

Communication

Detail-oriented

Organisation

Policy knowledge

CRM experience

Team collaboration

Tools

CRM systems

Job description

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 organised, 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.

Our Recruitment Process

We're committed to creating a recruitment experience that is fair, inclusive and accessible for everyone. We want every candidate to have the opportunity to demonstrate the skills and behaviors that will help them succeed at Simplyhealth.

If you require any adjustments during the recruitment process, we'll be happy to support you.

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.