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We’re not just your average health company; we’re aiming to revolutionise access to healthcare in the UK by offering innovative health and wellbeing solutions that are affordable, accessible, and effective. From preventive care to comprehensive medical support, we aim to empower individuals to take charge of their health, inspiring them to make the most of their wellbeing. Added to that, we’re the first health insurer in the UK to be awarded B-Corp status in recognition of our significant achievements in sustainability, in addition to our ambitious environmental and social responsibility goals.
As a Customer Advisor (Consumer), you’ll be responsible for dealing with customers through various channels such as telephone, email, and web chat. You will also process claims submitted by our customers in line with policies and standard operating procedures (SOPs). A focus will be on achieving personal goals/daily targets and making a personal impact on the wider team’s goals.
Key responsibilities
* Identify claims submitted through any channel that require additional information and handle them effectively.
* Process claims accurately and within set targets.
* Manage department mailboxes as required.
* Ensure customers receive a positive and outstanding experience each time you contact them.
* Actively participate and work towards meeting service level agreements when creating and maintaining customer policies and client schemes.
* Be comfortable discussing performance in front of others.
* Display excellent communication skills with key internal and external stakeholders.
* Provide excellent customer service by taking full ownership of queries and following through to a satisfactory conclusion.
* Work safely, comply with Health & Safety policies and procedures, and report incidents to your line manager.
* Support cross-training across different departments within the ‘one service centre’, which may require training on multiple systems.
* Once fully trained, support in training colleagues.
* Highlight any risks to customer/client experience or wider business in a timely manner, and provide relevant support to address these risks.
* Maintain a general understanding of the healthcare market and competitors.
* Champion Simplyhealth values and standards, acting as a role model at all times.
* Stay up to date on Simplyhealth products and services.
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