Customer Advisor (Consumer)

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 and you will also be processing claims submitted by our customers in line with policies and our standard operating procedures (SOPS). A focus will be on achieving personal goals/daily targets and having a personal impact on the goals set for the wider team.

Key responsibilities

• Identifying claims that are submitted through any channel which require additional information are dealt with effectively
• Processing claims accurately and against stretching targets
• Managing department mailboxes boxes as required
• Ensuring customers receive a positive and outstanding experience each time you are in contact with them
• Actively participate and work towards meeting service level agreements when creating and maintaining customer policies and client schemes
• Be comfortable to discuss performance in front of others
• Display excellent communication skills with key internal or external stakeholders
• To provide excellent customer service by taking full ownership of queries and following these through to a satisfactory conclusion
• Ensure that you work in a safe manner and remain up to date and comply with the Health & Safety policy statement and procedures and report any incidents to your line manager.
• Cross training to support processes across different departments in the ‘one service centre’, this may require you to train on multiple systems
• Once fully trained be able to support in the training of colleagues
• Ensure anything you consider to be a risk to either the customer/client experience of the wider business is highlighted in a timely manner and relevant support provided to address the risk.
• Have a general understanding of the healthcare market and our competitors
• Continually champion the Simplyhealth values and standards, positively acting as a role model at all times
• Ensure you actively remain up to date on Simplyhealth products and services