Customer Advisor (Denplan) - 12 Month FTC

Simplyhealth; England; Hybrid; Confidential

Job description

Customer Advisor (Denplan) - 12 Month FTC

About The Role

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.

We're passionate about delivering excellent customer service. Our Customer Service department is at the heart of what we do, which is to improve access to healthcare for all in the UK. Our Customer Service Advisors play a crucial part in this by answering customer queries about our health plans over phone, email, and web chat, to ensure they receive the best service possible. Our health and dental plans make it easier for our customers to get the healthcare treatments they need, when they need them.

You’ll be:

• Dealing with customers and healthcare professionals via email, phone, and web chat to ensure they receive a helpful, positive experience with their Denplan queries.
• Providing customers with information which is complete, accurate, and up-to-date.
• Taking full ownership of queries and following them through to a successful outcome.
• Meeting agreed productivity requirements such as call time availability, and processing customer requests accurately so the quality is right first time.
• Part of a training academy designed to give you all the support you need to succeed.
• Working 35 hours per week, Monday to Friday - primarily remotely, with occasional required office attendance.

About You

• Previous experience in a fast-paced customer service environment.
• The ability and desire to deliver a consistently positive customer experience, even under pressure.
• Digital savvy and the ability to work with multiple communication channels and systems.
• Excellent verbal and written communication skills.
• A track record of exceeding customer expectations.
• Curiosity and initiative to find solutions - to solve problems in order to reach a positive outcome.

Ideally you may have:

• Telephony experience from previous work in a target-driven environment.

What’s in it for you

As well as a competitive salary, our benefits package includes:

• Generous pension with a 6% pension gift from us.
• 28 days holiday (plus bank holidays) - with the option to buy and sell a further 5 days.
• Flexible benefits pot (which you can choose to use against some great benefits such as critical illness, private medical insurance, shopping vouchers, and more).
• Your own health plan.
• Access to a wellbeing hub.
• Recognition awards.
• Give as you earn.

We have a head office in Hampshire, but depending on your role, you’ll be able to enjoy our ‘smart working’ approach. This means you can flex when and where you spend your time. For many of us, this means day-to-day work can be handled remotely, but there will also be times when we need to come together in the office to collaborate, attend training sessions, induction, briefings, and more.

Your Recruitment Journey

We’re focused on providing an application, assessment, and onboarding journey that is fair, consistent, diverse, and inclusive for all, allowing us to hire top talent based on the skills and behaviours pivotal to your and our success.

Your process:

• Screening call with Talent Acquisition Team.
• AssessFirst: psychometric, motivational, and aptitude online assessment.
• Virtual Interview with the hiring manager and team.

Please note: Working for a purpose-driven company like ours is a fantastic opportunity, so we often receive high volumes of applications for our roles. In these cases, we may close our job adverts early and aren’t able to consider applications after this time.