Customer Service Advisor

The Customer Service Advisor will work within the Connect Team to deliver exceptional service to help our customers lead healthier, happier lives. They will provide customers with a caring and proactive support service through handling a variety of customer enquiries, resolving complaints, managing high value claims and identifying and investigating fraudulent activity.

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 providing customers with the assistance and information they need to make informed choices about our products and services.

We are proud to be a committed member of inclusive employers and we welcome applications from people of all backgrounds and experience levels.

We are a Disability Confident Committed employer, if this applies to you, please tick to apply as a Disability Confident Candidate when prompted.

We don’t expect you to have experience in everything on this advert, if something interests you, we would really like you to apply!

About the role

You will be …

• Replying to inbound emails, taking accountability to resolve customer queries and provide up to date information about products, services and policies
• Handle and resolve complaints in line with industry regulations and ensuring fair customer outcomes
• Assess medical insurance claims against underwriting principles and policy terms, carrying approved the claim through to completion ensuring payments are made on time and the customer kept informed throughout
• Account administration including issuing policy renewals in line with regulatory timeframes and handling the closure of deceased customer accounts
• Identify and 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

Getting involved in…

• A healthy work/life balance, this opportunity will offer you a 35-hour working week, working Monday – Friday with the option to condense your hours and make this a 4-day week. You will have flexibility to work from home.

Working with…

• A small friendly and supportive team of 6 customer service advisors

About you:

Education and Qualifications

• English GCSE grade 5 above or equivalent

Experience

• Experience in dealing with enquiries through a variety of channels
• Experience in assessing and handling private medical insurance claims
• Experience in addressing written complaints
• Experience in providing exceptional customer experience

Skills

• A team player who develops great working relationships
• A positive and flexible attitude towards change
• Articulate with strong communication skills (oral and written)
• PC literate and capable of operating new systems with confidence and accuracy, competent in using Microsoft Office Suite
• A positive approach to work and meeting objectives
• Attention to detail and accuracy

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.

Life at Westfield

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 onsite gym facilities, as well as on-demand classes and resources available on our Wellbeing app. 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.

To see more of our benefits, please go to our website.

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 we are looking for within this role.

If you feel that you have the skills and values to carry out this role, please apply by submitting your CV and provide information about your relevant skills and experience.

We’re so excited to meet you!

Support with your application

We value inclusivity and want to make sure our application process is open and accessible to all candidates. As a Disability Confident Employer, we're dedicated to providing reasonable adjustments to ensure the recruitment process is as comfortable as possible. If you would like any further information or support, please email [email protected]