Customer Relations Case Handler

2 weeks ago

Southampton, United Kingdom Simplyhealth Full time

We’re looking for 2 Customer Relations Case Handlers to join our busy Customer Relations team for the next 12 months. Here at Simplyhealth, we’ve been helping our members with affordable healthcare for 150 years, and we put our customers and their needs at the heart of all decisions. This is where you come in

You’ll manage customer complaints, complex queries and feedback (including Trustpilot), to understand what customers challenges are. You’ll liaise with internal colleagues and investigate cases to understand the root cause of issues. Then, you’ll deliver prompt, empathetic feedback to customers that ensures a fair outcome resolution for them whilst addressing all of their concerns.

This is an ideal opportunity for someone who has experience having difficult conversations with customers and enjoys the challenge and reward of resolving cases. Your experience could be in handling complaints in a regulated environment, dealing with difficult cases (e.g. insolvency) or even chasing debt as part of a credit control team.

**We’re interested in what you do and how you do things, not when and where you do them. Our **‘smart working’ approach gives you the best of all worlds - working from home, in our modern offices in Hampshire or on the move. This means depending on your role, there will be opportunities to flex when and where you spend your time to perform at your very best. **For many of us this means day to day work can be handled remotely, but there will also be times when we need to come together in the office to collaborate, attend training sessions, induction, briefings and more. You might know it as flexible or hybrid working, for us it’s just another day living our best lives**

We’d love to hear from you if you can demonstrate:

- Outstanding verbal and written communication skills. You’ll represent the Simplyhealth brand by delivering resolutions in a way that’s clear and easy for the customer to understand
- An investigative mind and strong problem-solving skills
- Ability to work to deadlines, whilst ensuring excellent attention to detail
- Experience of working in customer services, within a regulated environment
- Experience of resolving complaints, particularly over the telephone, would be ideal
- Strong IT/digital skills

We’ll provide you with full product training, virtual support, eLearning modules, job shadowing and ‘on the job’ complaint handling to ensure you get fully up-to-speed. We appreciate everyone learns at a different pace and we will tailor our approach to suit you.

**In return, you’ll enjoy**:

- 36 days holiday (including 8 bank holidays) with an option to buy or sell a further 5 days
- Group annual bonus
- A yearly company funded allowance of £600 that you can choose to use to either upgrade an existing benefit (your health plan or dental plan for example) or you can use this as a spending pot towards personal development or health and wellbeing New pair of running shoes? Want to pay for a language course? The world is your oyster
- Simplyhealth core product choice: Cash plan or Dental plan
- A pension scheme with 6% from us, a minimum 3% from you with the option to increase or decrease when you join. If you choose to contribute 4% or above we will add a further 4% (taking our contribution to 10%)
- 4 x Life Assurance
- And so much more
- Pre-set video interview
- Verbal and numerical aptitude test
- Competency style interview
- Role Play
- Presentation
- Working styles questionnaire

**#LI-Remote

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