About the Role:
We are looking for enthusiastic and motivated individuals who can join our Operations Team on a fixed-term 6-month basis covering tasks across our Customer Care and Claims team. We need their help cleansing our data, using their keen eye for detail, to ensure data is accurate and correct. We are looking for someone to use their initiative and problem solve to find effective solutions. They should be I.T. literate and able to pick up tasks quickly and efficiently. Background in data entry or data cleansing is advantageous.
Customer Care tasks will involve being the first point of contact for our members via telephone, e-mail, requiring working towards individual and department KPI's.
Main Responsibilities:
* Process queries received via telephone and email, following specific processes (call flows and e-mail templates) to meet individual and team targets
* Maintain accurate member and customer records with precision and detail, completing any relevant administration tasks.
* Demonstrate empathetic and professional conduct, expressing this during sensitive policy closures and vulnerable situations. Look to resolve any dissatisfaction promptly and courteously, following internal complaints processes where necessary.
* Liaise with other departments, as and when required to resolve member querie
Claims tasks
Main Responsibilities:
* Maintain accurate member and customer records with precision and detail, completing any relevant administration tasks.
* Diligently assess and process claims, in line with internal controls and accurately verify claims to detect and prevent fraud.
* Create and send letter/e-mail notifications to members
* Conduct a variety of claims administration tasks which may include – Filing, printing claims remittance letters, creating payment journals/reports
* Undertake any additional Customer Care and Claims tasks as requested by your Senior/Team Leader/Manager
About You:
To be successful in this role you will need to have the following skills, knowledge & qualifications:
* Proven experience in an administrative role
* Strong organisational skills with attention to detail
* Excellent communication skills and phone etiquette
* Ability to type accurately and efficiently
About Health Shield:
Health Shield is a regulated Insurance provider and is one of the leading companies in the Health Cash Plan market. Our Cash Plan products allow our Customers (and their staff) to claim for routine medical expenses – dental treatment, glasses, physio and are increasingly being seen as a key employee benefit. Our purpose is to help people lead healthier, happier lives and our people are key in achieving this. Our people goal is to create an environment where they are empowered, motivated, strive for excellence and conduct themselves with integrity.
Financial Conduct Authority Code of Conduct Rules
* Rule 1: You must act with integrity
* Rule 2: You must act with due skill, care and diligence
* Rule 3: You must be open and cooperative with the FCA, the PRA and other regulators
* Rule 4: You must pay due regard to the interests of customers and treat them fairly
* Rule 5: You must observe proper standards of market conduct
* Rule 6: You must act to deliver good outcomes for retail customers .
Our values
Our four values are the principles we live by, who we are and define our culture. We bring these to life every single day in all we do
* Customer Focused – Putting customers at the heart of everything we do and doing our very best to exceed customer expectations
* Straightforward – Making sure we keep it simple, open and honest
* Professional – Having the right attitude, delivering to a high standard and having the right knowledge and competence to do your job properly
* Responsible – Acting with trust, dignity, respect, being reliable and accountable for everything we do
Job Types: Full-time, Fixed term contract
Contract length: 6 months
Pay: £25,649.00 per year
Benefits:
* Company pension
* Free parking
* On-site parking
Education:
* GCSE or equivalent (preferred)
Experience:
* customer service: 1 year (preferred)
Licence/Certification:
* Driving Licence (preferred)
Work Location: In person