Customer Service Advisor

Job Description

Are you interested in working in an environment where knowledge is cultivated, innovation is encouraged, and achievement is rewarded? Are you looking for a truly global company that considers diversity to be a business imperative?

Our client is looking for a Customer Service Advisor to join their dynamic and expanding team in Brighton. This role offers a flexible opportunity to work on a hybrid basis, alongside an attractive and generous benefits package, excellent bonuses and a competitive salary!

If you are looking for a role with great progression and training opportunities, where your Customer Service skills will be rewarded and recognised, we would love to receive your application!

Responsibilities

Provide customer service support re: policy cover, monitoring and reporting on patient status, coordination of travel emergencies, whilst ensuring all case handling is documented
Proactively handle escalated calls and ensure complaints are resolved, where possible, and logged in accordance with business policy, including use of the Respond database and meet FCA guidelines
Deliver superior customer service whilst ensuring regulatory principles & processes, including TCF (Treating Customer Fairly) policies are followed and delivered consistently
Give care and consideration to cases managed in respect of technical and operational case management quality, complaints reduction, leakage, and cost control, reserving accuracy, quality of HCNs, again ensuring department operates within defined regulatory, legal and company policy requirements
Assist with the review of processes and potential risks to ensure the department operates in the most efficient manner possible, reducing transactional costs and risks to the business
Deliver agreed Key Performance Indicators (KPIs) to achieve business objectives, including call answer rate, productivity & quality targets to ensure defined Service Level Agreements (SLAs) are met
Promote a pro-active outbound call culture, including setting clear expectations of service to all customers and stakeholders and delivering the agreed communication strategy
Deliver and reinforce a 'customer driven' culture of continual improvement to provide challenging and rewarding environment in which employees develop, take ownership, and become empowered to contribute to meeting business goals

Requirements

Minimum 2 A levels Grades A-C or equivalent – including recent graduates with proven customer service skills
Confidence in communicating with people at different levels in different situations
IT and PC literate demonstrating typing skills
Ability to multi-task and prioritise workload effectively to meet varying tasks and deadlines and delegate
Strong communicator at all levels; verbally and written to build and maintain internal and external relationships
Good numeracy, literacy, and attention to detail
Is self-managed and motivated, has a proactive/'can-do' attitude, can demonstrate effective problem solving and is solutions focused even when working under pressure

Benefits

25 – 30 Days Holiday plus bank holidays
Company Sick Pay
Retirement Savings Plan
Life Insurance, Income Protection Plan
BUPA Healthcare Plan/Private medical insurance
Eyesight Testing
Employee Assistance Programme
Cycle to Work
Season Ticket Loan
Employee Discount

Job Title: Customer Service Advisor

Location: Brighton / Hybrid

Salary: Competitive + Bonus + Excellent Benefits

Full time: Monday – Sunday between 8am – 8pm, (5 days p/w 7.5hrs p/d) – 37.5hrs p/w

Start date: 22nd April 2024

If you would like to know more about this Customer Service Advisor role, please contact Jamie Watson at Clearline Recruitment