About This Role

Summary of the role

To deliver excellent customer service across more complex customer requests, taking ownership of the customer outcome. The role will identify potential propositional, process or practice enhancements, whilst having accountability for owning the resolution of the customer's request.

This role will be working within the Health Claim team. Applicants will be required to complete some 'case studies' which will help the interviewing team to understand your base knowledge for joining the team.

What you'll be doing

• Take ownership of more complex customer's request via all channels of communication andtaking ownership and coordinating any requirements from other areas of Customer Servicesto ensure that the customers goal is achieved, and their expectations are carefully managed
• Handle and support with complex queries within the team, managing complaints and escalations
• Deliver accurate outputs to customers. Respond to all customer requests compliantly, accurately, professionally, and efficiently, ensuring, where possible, that the customer is satisfied with the response via the customer channel of choice
• Make proactive contact with customers on complex queries and support team in incoming phone escalations
• Accurately update administration systems including ALPHA and OPUS - to both satisfy the customer request and to keep all policy records accurate and up to date
• Work in line with Active Leadership principles
• Identify any vulnerability that the customer may have and follow the process appropriately
• Work flexibly in a team environment for the Customer Services division, working on differentcustomers and/or work queues and different teams to meet the changing demands of thebusiness to demonstrate elevated levels of versatility
• Identify potential propositional, process or practice enhancements and constructively suggestto the team leader your recommendations to address these
• Contribute to working parties and provide subject matter expertise of customer journeys to help process owners, project teams and other managers as requested
• Provide subject matter expertise to support process training delivery
• Escalate potential risks and issues

What we're looking for

• Excellent listening skills
• Ability to show empathy with Customers
• Good call handling, interpersonal and communication skills
• Clerical accuracy
• Good literacy skills
• Ability to remain composed and focus on the customer in a dynamic and changing
  environment
• Proven ability to adapt to change and have a flexible attitude to work
• An elevated level of computer literacy
• Ability to work to high productivity levels while maintaining consistently high quality
• Proven ability to adapt to change
• Aptitude to pass knowledge and skills onto other colleagues in a collaborative, supportive way, building positive learning relationships
• Checking accuracy and attention to detail and ability to maintain consistent quality over a sustained duration

The hiring manager to contact is: Nicola Brown Email: nicola.brown@reassure.co.uk

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