About the Role:
We are looking for enthusiastic and motivated individuals who can join our Customer Support Team on a fixed-term 12-month basis.
As a Customer Support Specialist, you'll play a key role in delivering an excellent service to our members, customers and brokers. Working in a fast-paced environment, you'll support a variety of membership, billing and administrative activities, handle customer enquiries, maintain accurate records and process financial transactions.
You'll work closely with colleagues across the business to resolve queries efficiently, provide positive customer outcomes and ensure every interaction is handled with professionalism, accuracy and care.
Main Responsibilities:
- Customer Support: Provide professional and efficient support to Members, Companies and Brokers across multiple communication channels, including telephone, email and post, responding to queries in a timely manner.
- Member Record Administration: Efficiently manage new and existing member records by accurately importing, updating, amending and verifying data to ensure integrity and completeness.
- Member Listing Administration: Generate and maintain accurate and up to date membership listings, ensuring data integrity and completeness at all times.
- Effective Credit Management: Manage sales ledger activities, payment queries and invoice administration while maintaining accurate customer records and supporting effective credit control measures.
- Payment Reconciliation and Processing: Reconcile contribution listings against BACS, cheque payments and company records using Navision, ensuring Direct Debit mandates, allocation processes and month end activities are completed accurately and within required timescales.
- Financial Administration: Administer financial transactions including refunds, arrears collection, cheque banking, card payments, payroll deduction reports and other payment activities to support company profitability and maintain accurate customer accounts.
- System and Records Maintenance: Ensure appropriate CRM databases are updated accurately and all customer interactions are logged appropriately.
- Regulatory Compliance: Carry out all activities in accordance with internal procedures, regulatory requirements and financial controls, identifying and escalating risks, errors or potential issues where appropriate.
- Key Performance Indicators (KPIs): Strive to achieve departmental performance targets and objectives while maintaining quality and accuracy standards.
- Cross-Functional Collaboration and Multiskilling: Build and maintain effective working relationships across the Member Support team, Sales, Finance and other internal departments. Develop knowledge across multiple operational functions and provide support where required to meet changing business priorities, resource needs, and customer service expectations.
- Good Outcomes: Identify opportunities to provide an exceptional service to Members, Companies and Brokers, ensuring fair outcomes, effective communication and proactive resolution of issues. Recognise where additional support may be required and work collaboratively to meet customer and member needs.
- Additional Duties: Any additional tasks requested by your Team Leader including ad-hoc Post & Fulfilment support and reception duties
About You:
To be successful in this role you will need to have the following skills, knowledge & qualifications:
- Possess strong communication skills both written & verbal
- Well-organised, with a high attention to detail and ability to prioritise
- Ability to work on own initiative and with others in a team
- Strong administrative skills
- Proficiency with MS Office
- Desirable, experience with working with CRM platforms
Key Stakeholders:
- Sales Support Team
- Member Support Team
- Account Managers
- Finance Team
- Team Leaders & Head of Operations/Operations Manager
- Stakeholders including Brokers & Companies
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
Pay: £26,699.67 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Education:
- GCSE or equivalent (preferred)
Experience:
- customer service: 1 year (preferred)
Work Location: In person
