Contact Centre Claims Advisor - York

Benenden Health has exciting opportunities for Contact Centre Claims Advisor within its Member Services department, based in our Contact Centre, where you are on the frontline assisting our members. Each call is unique and requires you to use your initiative, apply discretion and work within our mutual ethos.

Working on the telephone, you will have the potential and passion to deliver in a dynamic and changing work environment. You’ll have an excellent telephone manner and strong communication skills, but most importantly, strive to deliver a great member experience. As part of the role, you will also work towards agreed Key Performance Indicators (KPIs) to ensure we maintain a consistently high standard of service delivery.

You will use our inhouse technology systems to record information and support members through their journey. Full training is provided, but you must be comfortable using a computer and navigating multiple systems while speaking with members.

Dealing with enquiries ranging from hearing loss to hip replacements, the role requires someone with resilience and empathy. Someone who can confidently lead members through our services to the best and most appropriate outcome for them. You’ll be an active and effective listener who can gather important information in difficult circumstances, and you’ll know how to ask the right questions at the right timeprobing sensitively and purposefully to uncover the details that matter most.

This role is essential to the successful journey for our members and the future of our outstanding business.

We are interested to hear from candidates with the following skills:

• Excellent telephone manner and an ability to adapt to different situations
• Enthusiastic, passionate and positive
• Self-motivated and resilient
• Desire to help others
• Ability to question effectively and listen with empathy
• Comfortable using computers and learning new systems

Training & Induction
A full induction programme will provide you with the product knowledge and system skills needed to support our members. This includes:

• 4 weeks of fulltime classroom training (Monday to Friday, 9am5pm), where you will learn our core products and receive full training on our inhouse technology system.
• Followed by 2 weeks in our Coaching Academy , where you will begin handling live calls with dedicated support to help you build confidence.

You must be available for the full 6week training period and unable to take annual leave during this time.

Hybrid working is available after a successful 6month probation period; the first 6 months will be fully officebased.

With a 119year history, a mutual ethos and over 850,000 members, Benenden Health is a unique place to work. Whatever the department, no two days are ever the same, and the opportunities are as diverse as the members we serve.

Working for a business with such a strong commitment to ‘doing the right thing’, you can expect a broad range of benefits, including:

• Free Corporate Benenden Health membership
• Free Corporate Benenden Cash plan (helps towards Dental, optical and complementary therapies)
• Free onsite car parking
• Up to 35 days’ holiday including bank holidays, and no weekend or bank holiday working
• Pension with up to 10% employer contributions
• Discount available on other Benenden products
• Employee Assistance Program
• Unlimited access to £500 Refer a Friend Bonus Scheme
• Discount and cashback on hundreds of highstreet retailers
• Opportunity for hybrid working
• Excellent training and career progression opportunities
• Cycle to work scheme
• Free hot drinks
• Free fruit
• Employee engagement events
• Supporting local charities
• Onsite First Aiders and Mental Health First Aiders
• Free onsite gym

For further information on this role, please refer to the Role Profile.