Customer Service Advisor Sheffield, England
Job description
Job title: Customer Service Advisor
Location: Sheffield
Opportunity: Full Time Vanancy
Salary: £20,830
Closing Date: 28/04/2023
About the role
The role of the Customer Connect Service Advisor is central to providing our customers with a caring and proactive support service. Westfield Health are dedicated to making a healthy difference to the quality of life of our customers, and the Customer Service Advisor supports our mission by responding to customer queries, resolving customer complaints, managing claims and protecting our customers and Westfield Health through the identification and investigation of fraudulent activity.
The Customer Connect Service Advisor will work within the Connect Team to provide support in the delivery of the internal wellbeing strategy for Westfield Health.
We believe flexibility is key for our employees and encourage a healthy work life balance, you will have the option of hybrid (home/office) working once you have completed training, also with an option to condense your 35-hour working week into 4 days, with a wellbeing day off.
A work laptop will be provided on your first day, you will need a smartphone and reliable internet connection.
Main Duties and Responsibilities
- Respond to inbound emails, taking responsibility to resolve customer queries and provide up to date information about our products and services
- Handle customer complaints, ensuring customers are responded to in a timely manner and complaints are fully resolved
- Assess and process Private Health Insurance and Personal Accident claims
- Account management including issuing renewal documents withing regulatory timeframes
- Investigate fraudulent claims and resolve queries relating to claims to prevent financial loss
- Adapt to customer demand and support colleagues through answering calls and processing Health Cash Plan claims
Skills and Values
We are looking for people to join our team who have the right level of experience and skills working in a customer experience environment and can also demonstrate behaviours in line with our Values; The Westfield Way.
Skills:
- Desired experience of handling private medical insurance claims
- A positive approach to work and meeting objectives
- Experience of working in a target focussed environment
- Significant experience of dealing with enquiries through a variety of channels
- A team player and develops great working relationships
- Attention to detail and accuracy
- Effective time management and organisation
- Excellent written and communication skills
- Competent user of the Microsoft Office Suite
The Westfield Way
We are passionate about inspiring and empowering our colleagues to be the best we can be. We believe that our people are our strongest asset and by recruiting people that understand and live by our values; The Westfield Way, we aim to continue to provide an excellent experience for our colleagues and customers. Our commitment to creating a workplace where our colleagues feel connected, heard, developed, recognised and supported has been demonstrated by our achievement of the prestigious Investors in People Gold accreditation!
Our co-created Values reflect the ‘way we do things around here’. The Customer Service Advisor will be expected to demonstrate these values in all aspects of their role.
· We care
· We’re in it together
· We are explorers
· We own it
To find out more about what makes up each of our Values, please see our website.
Benefits
Westfield Health offers many benefits to our colleagues as part of your employment package. We believe that by treating our colleagues well, they will enjoy working with us -and happy colleagues makes happy customers; it’s a win-win!
Stay fit and well by accessing your personal Health Cash Plan and Private Medical Insurance policies. Be rest assured that you are well looked after and have cover for all your essential healthcare needs.
Take advantage of our all-inclusive internal wellbeing experience. We offer all colleagues free access to our Active Space which includes a personal wellbeing assessment using Wellbeing Journey, daily classes and development from our wellbeing coach. Take time within the working day to utilise our Wellbeing Room, Yoga and Pilates classes to unwind and relax.
Our annual bonus scheme reflects the hard work we all contribute towards. We offer flexible working arrangements to balance your home and work life and, important to know for the future, we offer incremental annual leave and service awards to our colleagues after 5 years’ service.
Are you interested?
Part of the selection process will be a Competency Based Interview. Candidates will be asked for specific examples detailing how they have demonstrated the Skills and Values required for this role.
If you feel that you have the necessary skills and values to carry out this role, please apply by submitting your CV and provide information relevant to the selection criteria stated. This should include examples of how your skills, qualifications and experience meet the requirements of the role along with any other relevant supporting information.
Job Types: Full-time, Permanent
Salary: £20,830.00 per year
Benefits:
- Casual dress
- Cycle to work scheme
- Private medical insurance
- Store discount
- Wellness programme
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus scheme
Work Location: Hybrid remote in Sheffield, S1 3FZ
Application deadline: 28/04/2023
