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BHSF; Birmingham; On-site; GBP 22,000 - 30,000; Full time

Job summary

BHSF, as a member of the BHSF Contact Centre team in Birmingham, seeks a proactive agent to contribute to operational effectiveness by delivering excellent customer service to end users across benefits, policies, and services.

You will handle varied queries (benefits, policy terms, cancellations), maintain accurate data, liaise with internal departments, and comply with GDPR and FCA regulations while maintaining high call quality standards.

Job description

AsamemberofBHSFContactCentreteam,contributetotheoperational effectiveness of the Contact Centre and the company

objectives

• EffectivelyworkingtowardsBHSF'sstrategybyensuringthatallend-user customers (individuals/clients/policyholders) receive excellent customer service, paying particular attention to those with vulnerabilities
• Manage daily interruptions with shifting priorities and a need for accuracy on range of diverse queries of varying complexity from customers such as cash plans, GP helpline, Occupational Health queries, bereavement and any additional services
• Ensuretelephonecallsareansweredwithintheagreedservicelevel guidelines
• Provideandmaintainhighlevelsofserviceandensureallcallsarecompliant inline with the departments call quality standards
• Dailymanagementofpolicyamendmentrequestsincludingchangestolevels of cover, transfers and cancellations and ensure the appropriate standard wording is correctly applied
• First point of contact for all incoming calls and provide advice regarding customerenquiresrangingfrombenefitclaims,policytermsandconditions and any other questions or issues across the product
• Liaisingwithinternaldepartmentsacrossthecompanytohelpresolvearange of customer queries in order to reach a satisfactory customer resolution
• Continuous product knowledge development and understanding of core businessprocessestooperateasaneffectivememberoftheteamincluding annual completion of all related mandatory e-learning modules
• AccuratedatarecordingandupkeepinginiSerieswithinbroadguidelines within own team
• Managing daily complex customer escalations and ensuring any issues are resolvedinatimelymannervialetter,email,ortelephonewithinguidelines
• Communicationofpoliciesamendmentstocustomerssuchaschangesto levels of cover and cancellations when required
• Provide daily guidance and completion on suitable multi-channel responses i.e.,email,requestletters,applicationforms,helpdeskinbox,Hive,andensure these are completed within the department
• Assist in identifying opportunities for continuous improvement and efficiencies in customer service standards and sales across the team
• Understanding and awareness of the regulatory framework BHSF operates within,eithertoprovideservicestoBHSFcustomersortosupportthosewho do including TCF principles, promoting the fair treatment of customers in decisions and actions undertaken
• To maintain Courtesy, professionalism, and high standards of presentation in all communications with customers and potential customers
• To perform all tasks and duties when required providing flexibility and covering a team working environment.
• All employees are responsible for ensuring the protection of personal data, as such you are required to actively engage with all requests relating to data protection and proactively ensure compliance with GDPR and the DPA when handling any personal, special category or criminal conviction data. You must report data incidents in-line with Company Policy. You must understand and comply with obligations under the Company’s data protection, information security, GDPR, DPA and FCA regulations and other
• Operates within defined risk appetite levels, and within the context of the Enterprise Risk Management Framework (ERMF), Risk Strategy, and all associated policies.
• Ensure compliance with the company health and safety rules and requirements, ensuring own safety and that of colleagues at all times; raising risks identified immediately and following all health and safety instructions.
• At all times, ensure that customers are put first in everything we do, following all policies and procedures, especially those Birmingham Community Healthcare NHS foundation Trust

SLA’s