Job Description

About us: Health Shields People Strategy

Our purpose is to help people lead healthier, happier lives and our people are key in achieving this. Our objective therefore is to create an environment where our people are empowered, motivated, strive for excellence & conduct themselves with integrity.

About the role

Fast paced, customer focused role, requiring exceptional communication skills to support and service our members and customers.

Requires motivation, enthusiasm and understanding to ensure we consistently provide good outcomes.

A varied workload, which involves learning multiple tasks to ensure issues and enquiries can be resolved in a timely and accurate manner.

Main Responsibilities

Claims Management:

Diligently assess and process claims, in line with internal controls and accurately verify claims to detect and prevent fraud.

Multichannel Customer Support:

Provide responsive and effective support across multiple communication channels, including telephone, email, post, live chat, and social media platforms, ensuring first time issue resolution.

Records Maintenance:

Maintain accurate member and customer records with precision and detail, completing any relevant administration tasks.

Member Record Administration:

Efficiently manage member records by accurately importing, updating, and verifying data to ensure integrity and completeness.

Effective Credit Management:

Reconcile payments received from customers against Invoices raised and maintain customer ledgers. Execute robust credit control measures to optimise cashflow and minimise outstanding payments.

Customer and Member Interactions:

Demonstrate empathetic and professional conduct, expressing this during sensitive policy closures and vulnerable situations. Look to resolve any dissatisfaction promptly and courteously, following internal complaints processes where necessary.

Key Performance Indicators (KPIs):

Strive to exceed performance targets and benchmarks set for core tasks.

Portal Adoption:

Encourage and assist members and customers 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 servicing 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.

Additional Duties:

Any additional tasks requested by your Line Manager

Key Stakeholders

Complaints and Investigations Team

Sales Support Team

Members and Customers

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

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

Job Type: Full-time

Pay: 25,649.00 per year

Benefits:

Company pension Free parking On-site parking
Schedule:

8 hour shift Monday to Friday
Education:

GCSE or equivalent (preferred)
Experience:

customer service: 1 year (preferred)
Licence/Certification:

Driving Licence (preferred)
Work Location: In person