Health Claims & Service Advisor

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

Job summary

Unum UK in Basingstoke is seeking a Customer Service Advisor to join our Health team. You will handle customer enquiries by phone, email and written correspondence, supporting members, brokers and clients with policy and claims-related queries and providing accurate guidance.

You will deliver a high-quality service focused on first-contact resolution, manage escalated enquiries with empathy, and contribute to team performance while building strong knowledge of our products, systems and

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

Communication skills

Attention to detail

Teamwork

Microsoft Word

Microsoft Excel

Problem solving

Prioritisation

Tools

Microsoft Word

Microsoft Excel

Job description

Unum UK in Basingstoke is seeking a Customer Service Advisor to join our Health team. You will handle customer enquiries by phone, email and written correspondence, supporting members, brokers and clients with policy and claims-related queries and providing accurate guidance.

You will deliver a high-quality service focused on first-contact resolution, manage escalated enquiries with empathy, and contribute to team performance while building strong knowledge of our products, systems and