Customer Service Associate (Sfs)

Simplyhealth; Reading; On-site; GBP 22,000 - 28,000; Full time

Job summary

Simplyhealth Funding Services is seeking a Customer Service Associate in the Andover/Hampshire area. You will be the first point of contact for customer and dental practice inquiries, delivering proactive, professional, and solutions-focused support to help patients access affordable healthcare.

You will partner with colleagues across SFS, Operations, Risk & Compliance and Product to resolve issues, manage complaints, and ensure timely, effective service.

Qualifications

• Strong communication and problem-solving abilities.
• Experience in delivering customer-focused service.
• Ability to manage multiple inquiries and maintain accurate records.
• Familiarity with CRM and case management systems.
• Comfortable working with cross-functional teams.

Responsibilities

• Act as the first point of contact for customer and dental practice inquiries.
• Provide clear, professional, and timely responses per SLAs.
• Build strong relationships with customers, practices and stakeholders.
• Manage complaints and escalate complex or risk-related issues.
• Accurately maintain customer records using CRM and case management systems.
• Monitor case progression and ensure timely resolution of queries.
• Identify trends and share insights to improve processes and outcomes.
• Collaborate with teams across SFS, Operations, Risk & Compliance and Product.
• Support continuous improvement initiatives to enhance service quality.

Skills

Communication skills

Tools

CRM

Case management

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.