Customer service advisor in Basingstoke

Customer service advisor

Job description

The role

What will you be doing?

Purpose: To provide a quality call handling service, dealing with customer enquiries and the processing of claim settlements within the scope of the Unum Dental policy terms and conditions.

What will you bring?

Key Accountabilities:

  • Effectively handle all calls and claims in a customer focused manner.
  • Effectively handle all calls and claims to a high technical standard in accordance with claims philosophies and client handling requirements.
  • Provide customers with relevant information that is clear, fair and not misleading allowing them to make an informed decision.
  • Understand and be able to explain policy cover in line with terms and conditions
  • Effectively agree settlement of claims within authority levels ensuring referral requirements are adhered to.
  • Establish and maintain effective communication and relationships with all colleagues and customers, promoting a professional business image.
  • Deliver individual quantitative targets, adhering to quality and accuracy standards.
  • Understand and apply all legal, regulatory, information security and compliance requirements and report any breaches when identified.
  • Contribute to the achievement of team and operational targets.
  • Understand and apply all company policies and procedures to ensure service standards are met in accordance with SLA and FCA requirements.
  • Commit to own personal development.
  • Each member of staff has a responsibility to adhere to the Unum Dental business policies and procedures. In particular to ensure operational controls are carried out in accordance with laid down procedures, to ensure the ongoing mitigation of business risk. In this regard regular training should be agreed with the departmental manager / team leader.
  • Ensure the continued protection of Unum’s information, by following all applicable Information Security policies and procedures and by reporting suspected weaknesses in information security controls to the Information Security Officer.
  • Understand how Conduct Risk, Treating Customers Fairly (TCF) Risk Management and Solvency II systems of Governance relate to both the role and the divisional activities and highlight any opportunities for improvement.
  • Comply with Unum’s Code of Conduct and other Company Policies and Procedures as appropriate to the role.
  •   Behavioural Competencies:

  • Delivers Results.
    Sets high goals for personal accomplishment and contribution to team/department goals; monitors progress and works diligently to meet/exceed goals
  • Develops self and Others
    Develops strong business partnerships as a result of credibility, comprehensive understanding of the business and openness to diverse ideas / experiences and strong leadership skills; viewed as a subject matter expert by others. Provides high level of technical/professional knowledge and mentoring; stays ahead of internal and external trends.
  • Makes Effective Decisions
  • Applies critical thinking to make good fact-based decisions after assessing potential business implications holistically; shows good judgment in options selected.

  • Strong Business Acumen.
    Applies broad business knowledge of internal/external trends and evolving customer needs to lead and drive change, provide highly credible advice/counsel, and identify potential business process/ technology improvements that best achieve business goals
  • Strong Influencing Skills
    Uses appropriate influencing strategies and compromise to gain genuine agreement and achieve area and business goals.
  • Values Driven.
    Interacts with others, internally and externally, in a way that gives them confidence in one's intentions and those of the organization; operates with highest integrity/ethics.
  • Required Knowledge and Skills:

  • Previous experience in a computerised and customer focussed office environment.
  • 5 GCSE passes including Grade C or above for Maths and English or equivalent experience.
  • Good communication skills both written and verbal.
  • Ability to work as a team member as well as on own initiative.
  • PC literate with good Microsoft Word and Excel knowledge.
  • Adequate knowledge of the Unum Dental products to be able to provide a quality service.
  • Why join us?

    Our culture!

    We aim to be the most inclusive, diverse and socially responsible company in the employee benefits market. With an agile and flexible way of working, we want to be a place where people aspire to work and where everyone can be themselves.

    What will you get in return?

    We are passionate about our employee health and wellbeing and providing work-life balance that suits you.

    Our benefits include a discretionary bonus, 24/7 health support services (including a remote GP), income protection, health cash plan, 27 days annual leave, opportunity to participate in charitable events and more.

    However you see your future career, we’ll support and challenge you to be your best with a wealth of learning and development opportunities.

    If you need assistance and/or reasonable accommodation due to a disability during the application or the recruiting process, please send a request to

    Extra information

    Education Level
    Working hours per week
    4 - 40
    Type of Contract
    Casual / Part Time Jobs
    Published at
    Profession Sub-category
    Customer Service
    Full UK/EU driving license preferred
    Car Preferred
    Must be eligible to work in the EU
    Cover Letter Required

    Basingstoke | Customer Service Jobs | Casual / Part Time Jobs | Other

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