Customer Service Associate (Sfs)

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

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.