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Job description

We specialise in providing financial services to some of the nation’s most trusted professions: GPs, hospital doctors, dentists and teachers, and have been doing this since 1841. Our customers are extraordinary - the people who shape the world we live in for the better. We chose to shape our world around the exceptional.

We currently employ around 1400 people, and our success comes from a history of evolving to embrace new challenges. Transformation is key to how we work, so no matter what your job title might be, if you are someone who can help us shape the future, you’ll fit right in and have a voice here.

We are proud supporters of the ABI Making Flexible Work campaignwhich means we are open to discuss flexible working, job shares and part time options. We also support hybrid ways of working, where you can split your week working from home and our iconic Oswestry Office.

Your Role:

Practice Plan Group is the second largest player in the private dental plans market, and we are undertaking a transformation programme to build on already firm operational foundations to enable us to go from good to great in providing customer service to our practices and their patients.

We are looking to welcome new frontline Customer Service advisors to join our Practice Plan Division. You’ll work at the heart of our Customer Operations Department and will be absolutely vital to building and maintaining customer relationships.

You’ll be answering a wide variety of customer service queries via phone (typically 30 - 40 per day), email and live chat. You’ll work Monday – Friday during sociable daytime hours, generally between the hours of 9am and 5pm.

Love working in Customer Service, but don’t have experience working in a Contact Centre? Don’t worry, we’ll provide you with full training!

Typically, you’ll start in our Customer Engagement Centre, looking after a high volume of policy enquiries, and as you gain more experience within the business, we’ll upskill you to move into the different specialist teams, who look after more technical queries for Claims, Servicing or New Business for Pensions and Investments.

What you’ll be doing:

• Logging relevant tasks after each call to ensure that customer service enquiries are actioned appropriately
• Manage complaints effectively, owning the complaint until resolved or transferred.
• Liaise with the back office and technical teams in-order to resolve customer queries where you can
• Identifying and creating sales opportunities from inbound calls in line with personal and team targets.
• Administrative work between customer service calls
• We know the best teams are made up of inclusive groups of diverse people where everyone’s contribution counts, and we believe everyone has the right to proudly be themselves. We’re building a culture where difference is actively encouraged and simply recruit the best people for the job irrespective of lifestyle, life history and life choices.

We’re looking for:

• Ideally, you’ll have worked in a contact centre environment or the financial services industry before, but we know the perfect candidate doesn’t always exist, so this isn’t a deal breaker for us, as long as you have:
• Transferable Customer Service experience- either face to face or over the phone; perhaps you’ve worked in retail, hospitality or similar
• A natural desire to help people, and are passionate about your work
• A great engaging telephone manner and attention to detail- it’s all about communication, so we need both written and verbal skills
• Willingness and desire to undergo training
• The ability to manage complaints effectively, taking ownership and resolving

The financials on offer:

• Annual salary of £20,614 - £22,000 per annum (dependent on experience), reviewed annually
• Annual Performance based Bonus
• A great pension scheme – company matched plus 2% (up to 10%).
• When you’re working in the office, you’ll be based in our Oswestry location, where we have free parking and are close to amenities and public transport links.
• For your first 4- 6 weeks in the role, you’d work from the office so we can support and train you. Once you’re settled, we can offer more flexible working – helping you keep a healthy work-life balance with some days from home

Reward and Recognition (The core benefits you’d probably expect)

• 25 days holiday plus bank holidays (rising to 28 days with service anniversaries).
• Buy extra holiday days or sell holiday you don’t need.
• Life assurance – worth four times your base pay
• Flexible benefits – includes our travel loan/car parking scheme, cycle to work programme plus others
• Discounts – across major brands in retail, health, wellbeing and leisure.
• Employee assistance programme – we help you, take care of you

Flexible & Inclusive (The extras you might be surprised by):

• Culture day- an additional day off to utilise in any way you personally choose
• Volunteering days – 2 paid days per year
• Health checks – access to unlimited video GP consultations
• Enhanced Maternity Pay: 16 weeks at 100% average earnings (decreasing over time)
• Enhanced Paternity Pay: 100% of average earnings for up to 8 weeks
• Menopause Support Plans
• Access to Mental Health First Aiders
• Salary sacrifice scheme for ultra-low emission cars (electric and plug in hybrids)

Why Wesleyan?

• We are committed to the personal and professional growth of our people: across 2021 and 2022 so far, of the circa 850 roles we’ve offered, 29% of these went to internal colleagues to further their careers
• The Wesleyan Foundation- we’ve donated over £4.3 million to worthy causes across the UK.
• We are committed to continuing to understand and improve the impact we have on society and our environment. Sustainability at Wesleyan.
• Supporters of the Women in Finance Charter and a founding member of the Women in Business network
• Members of Stonewall’s Diversity Champions programme
• From our most recent Employee Survey, 75% of our people see their colleagues as friends
• Here’s what our people say about us: EVP (INT) - Why do you like working at Wesleyan?
• We are unable to provide VISA sponsorship, and therefore cannot employ anyone who does not have the legal right to live and work in the UK – within our recruitment process you will be asked to provide evidence of your Right to Work.

Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.

We reserve the right to close adverts early if we receive a high volume of applications; we would therefore recommend an early application if you’d like to be considered for our opportunities.

Job Types: Full-time, Part-time
Part-time hours: 35 per week

Salary: £20,614.00-£22,000.00 per year

Benefits:

• Cycle to work scheme
• Employee discount
• Financial planning services
• Free flu jabs
• Free parking
• Health & wellbeing programme
• On-site parking
• Paid volunteer time
• Sick pay

Schedule:

• Monday to Friday

Supplemental pay types:

• Yearly bonus

Ability to commute/relocate:

• Oswestry, SY11 1HS: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer service (preferred)

Work Location: Hybrid remote in Oswestry, SY11 1HS

Application deadline: 23/06/2023
Reference ID: HB - OS CSA
Expected start date: 17/07/2023