About the role
- A fast-paced, member-focused role requiring excellent communication skills to support and service our members across a range of channels.
- Requires motivation, enthusiasm, and a customer-centric approach to consistently deliver good customer outcomes.
- Offers a varied workload with opportunities to develop skills across multiple operational functions, focused on claims and customer care enabling the timely and accurate resolution of member enquiries and issues.
Main Responsibilities:
- Claims Management: Diligently assess and process claims in line with internal controls, actively identifying potential fraudulent claims and accurately verify claims to detect and prevent fraud. Follow relevant escalation routes for fraudulent claims.
- Multichannel Customer Support: Provide responsive and effective support across multiple communication channels, including telephone, email, post, live chat, and social media platforms. Take ownership of enquiries from initial contact through to resolution, ensuring timely follow-up and aiming to achieve first-contact resolution wherever possible.
- Records Maintenance: Maintain accurate member and customer records with precision and detail, completing any relevant administration tasks.
- ·Complaint Identification and Resolution: Effectively identify expressions of dissatisfaction in line with FCA complaint definitions and regulatory requirements. Ensure complaints are recorded, investigated where appropriate, and resolved in a timely manner, delivering fair customer outcomes and escalating to the complaints team where appropriate in accordance with internal procedures.
- Regulatory Compliance: Carry out all activities in accordance with internal procedures, regulatory requirements, identifying and escalating risks, errors or potential issues where appropriate.
- Key Performance Indicators (KPIs): Strive to exceed performance targets and benchmarks set for core tasks.
- Portal Adoption: Encourage and assist members in adopting new portals or digital platforms for streamlined communication and access to services.
- Good Outcomes: Identify opportunities to go above and beyond to service our members, paying attention to the identification and support of vulnerable members and the bespoke support we can offer i.e. signposting and third-party services.
- Data Protection Compliance: Adhere to internal procedures for promptly reporting any breaches of data protection regulations within required timeframes.
- Cross-Functional Collaboration and Multiskilling: Build and maintain effective working relationships across the Customer Support team, Sales, 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.
- Working Pattern: Participate in a departmental rota to support service delivery requirements, with working hours typically scheduled between 8:00am–4:00pm and 9:00am–5:00pm.
- Additional Duties: Any additional tasks requested by your Line Manager
About You:
- To be successful in this role you will need to have the following skills, knowledge & qualifications:
- Excellent verbal and written communication
- Empathetic and understanding when problem solving
- Well-organised, with high attention to detail and the ability to prioritise
- Ability to work on own initiative and with others in a team
- Strong administrative skills
- Proficiency with Microsoft Office
Key Stakeholders
- Complaints and Investigations Team
- Customer Support Team
- Sales Support Team
- Team Leaders & Head of Operations/Operations Manager
- Members and Customers
About HealthShield
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.
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 & Behaviours
- Consistently role models our values & behaviours and actively encourage others to the same:
- Customer focused
- Straightforward
- Responsible
- Professional
Pay: £26,699.67 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Health & wellbeing programme
- On-site parking
Education:
- GCSE or equivalent (preferred)
Experience:
- customer service: 1 year (preferred)
Work Location: In person
