Hybrid Customer Experience Specialist (Healthcare Support)

Simplyhealth; Andover; Hybrid; Confidential; Full time

Job summary

Simplyhealth in Andover invites applications for a Customer Service Associate to be the first point of contact for dental practice and patient enquiries. You will resolve issues, manage complaints and provide timely, professional support in a fast-paced, regulated environment.

You'll work with internal teams and external partners, maintain accurate customer records in CRM, and contribute to continuous improvement of service quality while upholding our customer-first values.

Qualifications

• Experience in a customer service or operational support role.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Ability to manage multiple priorities and workload effectively.
• Customer-first mindset and delivering positive outcomes.
• Confidence working with policies, procedures and regulatory requirements.
• Strong IT skills and experience using CRM or case management systems.
• Ability to work collaboratively with a wide range of stakeholders.
• Experience handling complaints or working in a regulated environment is beneficial.

Responsibilities

• Act as the first point of contact for customer and dental practice enquiries.
• Provide clear, professional and timely responses in line with service level agreements.
• Build strong relationships with customers, dental practices and internal stakeholders.
• Manage customer complaints and escalate complex issues when required.
• Accurately maintain customer records using CRM and case management systems.
• Monitor case progression and ensure queries are resolved promptly.
• Identify recurring trends and share insights to improve processes.
• Collaborate with teams across SFS, Operations, Risk & Compliance and Product.
• Support continuous improvement initiatives enhancing service quality and efficiency.

Skills

Customer service

Communication

Detail-oriented

Organisation

Policy knowledge

CRM experience

Team collaboration

Tools

CRM systems

Job description

Simplyhealth in Andover invites applications for a Customer Service Associate to be the first point of contact for dental practice and patient enquiries. You will resolve issues, manage complaints and provide timely, professional support in a fast-paced, regulated environment.

You'll work with internal teams and external partners, maintain accurate customer records in CRM, and contribute to continuous improvement of service quality while upholding our customer-first values.