Health Claims & Customer Service Advisor

Unum; Basingstoke; On-site; GBP 21,000 - 27,000; Full time

Job summary

Unum UK in Basingstoke is seeking a Customer Service Advisor to join the Health team. You will handle customer enquiries, support members and clients with policy and claims-related queries, and deliver accurate guidance with a focus on positive outcomes.

You will manage diverse inquiries via phone and written channels, build product knowledge, and contribute to a high-performing team, while supporting onboarding when needed.

Qualifications

• Experience delivering high-quality customer service in a professional environment.
• Strong communication skills, both written and verbal.
• Confidence handling a variety of customer enquiries and resolving issues effectively.
• Excellent attention to detail and a commitment to getting things right.
• The ability to manage competing priorities in a fast-paced environment.
• Strong teamwork skills, alongside the ability to work independently when needed.
• Good Microsoft Office skills, including Word and Excel.
• A proactive approach to learning, development and continuous improvement.

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

Telephone handling

Written communication

Problem solving

Claims administration

Relationship building

Tools

Microsoft Office

Word

Excel

Job description

Unum UK in Basingstoke is seeking a Customer Service Advisor to join the Health team. You will handle customer enquiries, support members and clients with policy and claims-related queries, and deliver accurate guidance with a focus on positive outcomes.

You will manage diverse inquiries via phone and written channels, build product knowledge, and contribute to a high-performing team, while supporting onboarding when needed.