Customer Service Call Handler

Who are we?

We are Unum – one of the UK’s leading employee benefits providers.

We’ve been around for 50 years, currently protecting over 1.7 million people, providing security and peace of mind to individuals and their families.

With a Fortune 500, US parent company, we’re part of highly successful global organisation, sharing ideas and innovations across teams to create a collaborative work environment. We’re transforming our business, and we’re keen to increase our digital capabilities to evolve the way we work and optimise opportunities for growth.

The role

What will you be doing?

Unum UK are looking for a Customer Service Advisor to join the dental team on a permanent basis.

You will 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.

Unum support hybrid working and are happy for this role to be based in our Basingstoke office 1 or 2 times a week.

What will you bring?

​Key Accountabilities:

• Effectively handle all calls and claims in a high customer focused manner by asking the right questions to understand the needs of the caller to give the correct information, leading to first contact resolution. Demonstrating good active listening, with excellent soft skills with clear and accurate notes that reflect conversations left on the appropriate system.
• Understand and apply all company policies and procedures to ensure service standards are met in accordance with SLA and FCA requirements.
• Contribute to the achievement of individual, team, operational targets and objectives.
• 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 be able to understand and explain policy cover in line with terms and conditions over the telephone and all written communications.
• Understanding and awareness of Risk and the impact to the customer and reputational risk this brings if customers are miss-advised.
• 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.
• Dealing with both internal and external queries in a timely and effective manner.

Required Knowledge and Skills:

• Previous experience in a computerised and customer focussed environment.
• 5 GCSE passes including Grade C or above for Maths and English or equivalent experience.
• Strong 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.

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 careersuk@unum.co.uk.

Job Types: Full-time, Permanent

Benefits:

• Additional leave
• Company pension
• Free parking
• Life insurance
• On-site parking
• Referral programme
• Sick pay
• Work from home

Schedule:

• Monday to Friday
• No weekends

Supplemental pay types:

• Performance bonus

Work Location: Hybrid remote in Basingstoke