Health Claims & Customer Service Advisor

Unum Ireland; Basingstoke; On-site; GBP 22,000 - 32,000; Full time

Job summary

Unum UK is seeking a Customer Service Advisor to join the Health team in Basingstoke. You will handle customer enquiries, support members, brokers and clients with policy and claims questions, and provide accurate guidance to ensure a seamless customer experience.

In this role you will manage multi-channel enquiries, work to achieve first-contact resolution, and contribute to continuous improvement of processes. A strong focus on customer care and cross-functional collaboration is essential.

Qualifications

• Experience delivering high-quality customer service.
• Strong written and verbal communication.
• Ability to handle a variety of customer enquiries and resolve issues.
• Excellent attention to detail and accuracy.
• Ability to manage competing priorities in a fast-paced environment.

Responsibilities

• 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.

Skills

Customer service

Communication skills

Problem solving

Attention to detail

Prioritization

Tools

Microsoft Word

Microsoft Excel

Job description

Unum UK is seeking a Customer Service Advisor to join the Health team in Basingstoke. You will handle customer enquiries, support members, brokers and clients with policy and claims questions, and provide accurate guidance to ensure a seamless customer experience.

In this role you will manage multi-channel enquiries, work to achieve first-contact resolution, and contribute to continuous improvement of processes. A strong focus on customer care and cross-functional collaboration is essential.