You will ensure that employees and managers alike remain engaged with our new wellbeing proposition, which has been developed specifically for the SME market.

You will provide insight and expertise to help guide clients to the most useful wellbeing resources and initiatives for their workforce, helping to provide a tailored approach that suits the need of each business. You will also be responsible for the organisational aspects of running a tailored wellbeing programme. Activities will include: onboarding the client onto the digital platform; scheduling Westfield Health coaching resource to provide live webinars to clients throughout the year; communicating with employees and promoting health initiatives to employees via multiple channels. As Wellbeing Relationship Manager you will be responsible for evidencing return on investment and client retention.

As the main conduit between the client and the propositions team, you will be integral to the ongoing enhancement of this new proposition and will have the opportunity to influence the future roadmap.

Main Duties and Responsibilities

• Manage the client onboarding process including issuing of communications to employees to enable them to access their benefits and liaise with the client to understand their specific objectives
• Gather insight on the needs of each workforce through analysing the outputs of a workforce survey
• Recommend which initiatives and topics are appropriate to each business and select health & wellbeing campaigns from the package available based on sector insights and survey results
• Follow up with regular check-ins to assess progress and engagement related to the health & wellbeing campaigns
• Drive employee engagement with wellbeing initiatives through a range of channels including a digital platform
• Administer each SME’s dedicated area within the digital platform, ensuring featured content and discussions are relevant to the health & wellbeing campaigns being run for each business
• Arrange and schedule internal resource to deliver live webinars on a bi-monthly basis to clients
• Collate and present usage MI and employee feedback to the client to demonstrate return on investment and support the case for renewal
• Provide feedback to the propositions team to identify future enhancements
• Act as a point of contact for any issues clients experience with accessing the proposition features and take ownership to resolve or escalate internally where necessary
• Manage multiple SME accounts, ensuring a consistently high level of service is maintained

Skills and Values

We are looking for people to join our team who have the right level of experience and skills working in a customer experience environment and can also demonstrate behaviours in line with our Values; The Westfield Way.

Skills

• Account Management - developing a rapport with clients and employees; owning the resolution of issues; reporting on the value and usage of the proposition and responding to client feedback.
• Analytical Skills - ability to analyse the outputs of wellbeing surveys, employee feedback and usage MI to develop tailored recommendations for clients.
• Project Management – excellent organisation and planning skills. Ability to manage own time and coordinate resource from across the organisation to support the delivery of campaigns for multiple clients.
• Client Onboarding and System Administration - ability to onboard clients to the digital platform and administer the set up around issuing communications, promoting featured content and escalation of any common or persistent technical issues.
• Stakeholder Management – reporting and communication with internal stakeholders including colleagues within the sales and propositions teams.

The Westfield Way

We are passionate about inspiring and empowering our colleagues to be the best we can be. We believe that our people are our strongest asset and by recruiting people that understand and live by our values; The Westfield Way, we aim to continue to provide an excellent experience for our colleagues and customers. Our commitment to creating a workplace where our colleagues feel connected, heard, developed, recognised and supported has been demonstrated by our achievement of the prestigious Investors in People Gold accreditation!

Our co-created Values reflect the ‘way we do things around here’. The Wellbeing Relationship Manager will be expected to demonstrate these values in all aspects of their role.

• We care
• We’re in it together
• We are explorers
• We own it

To find out more about what makes up each of our Values, please see our website.

To see more of our benefits, please go to our website.

Are you interested?

Part of the selection process will be a Competency Based Interview. Candidates will be asked for specific examples detailing how they have demonstrated the Skills and Values required for this role.

If you feel that you have the necessary skills and values to carry out this role, please apply by submitting your CV and provide information relevant to the selection criteria stated. This should include examples of how your skills, qualifications and experience meet the requirements of the role along with any other relevant supporting information.

Submit your CV and covering letter via email to HRinbox@westfieldhealth.com

About the role

Westfield Health are dedicated to making a healthy difference to the quality of life of our customers, and the Policy Administrator supports our mission by managing and resolving customer queries and offering excellent customer service.

The Policy Administrator will work within the Connect Team to provide Health Cash Plans to customers to cover the cost of essential healthcare, as well as providing access to valuation health and wellbeing services.

We believe flexibility is key for our employees and encourage a healthy work life balance, you will have the option of hybrid (home/office) working once you have completed training in the office, also with an option to condense your 35-hour working week into 4 days, with a wellbeing day off.

A work laptop will be provided on your first day, you will need a smartphone and reliable internet connection.

Main Duties and Responsibilities

• To receive and process policyholder applications, electronic provider files and company information to update and make amendments to their policy’s within agreed processes
• To receive and process payments made to Westfield Health, resolve queries within agreed processes, carry out credit control and company cancellations, and maintain accurate reconciliation of existing policyholders
• To assess and resolve enquiries, requests and complaints, primarily on the telephone, but also by other electronic access channels, to ensure that customer enquiries are resolved at first point of contact, unless specialist knowledge or further investigation is required
• To contribute to the achievement of departmental objectives and business results

Skills and Values

We are looking for people to join our team who have the right level of experience and skills working in a customer experience environment and can also demonstrate behaviours in line with our Values; The Westfield Way.

Skills

• A positive approach to work and meeting objectives
• Experience of working in a target focussed environment
• Significant experience of dealing with enquiries through a variety of channels
• A team player and develops great working relationships
• Attention to detail and accuracy
• Effective time management and organisation
• Excellent written and communication skills
• Competent user of the Microsoft Office Suite

Education and Qualifications

Required

• A reasonable standard of education or equivalent qualifications/experience.

Experience

Required

• Experience of working in a target focussed environment
• Sound experience of performing a computer-based task or role in a work environment

The Westfield Way

Our co-created Values reflect the ‘way we do things around here’. The Policy Services Administrator will be expected to demonstrate these values in all aspects of their role.

We are passionate about inspiring and empowering our colleagues to be the best we can be. We believe that our people are our strongest asset and by recruiting people that understand and live by our values; The Westfield Way, we aim to continue to provide an excellent experience for our colleagues and customers. Our commitment to creating a workplace where our colleagues feel connected, heard, developed, recognised and supported has been demonstrated by our achievement of the prestigious Investors in People Gold accreditation!

• We care - To uphold an environment where there is mutual respect, compassion and care for the different types of work that we do, and types of people we work with. To be proud of our individual differences, our relationships and commitment to each other.
• We’re in it together - To know you belong at Westfield Health; we are encouraged, valued and recognised to be the best team we can be. We consider how we can work better together by being open, supportive and listening to each other.
• We are explorers - For us all to get involved with how Westfield Health develops and progresses. To embrace changes and be curious about how we do things differently. To have the voice to be constructive, challenging and pioneering.
• We own it - Contribute through informed, evidence-based thinking about how we can improve, whilst being accountable and taking ownership of our work. To be proud of our contribution and have clarity of how we all make a positive difference.

To find out more about what makes up each of our Values, please see our website.

To see more of our benefits, please go to our website.

Are you interested?

Part of the selection process will be a Competency Based Interview. Candidates will be asked for specific examples detailing how they have demonstrated the Skills and Values required for this role.

If you feel that you have the necessary experience and values to carry out this role, please apply by submitting your CV and provide information relevant to the selection criteria stated. This should include examples of how your skills, qualifications and experience meet the requirements of the role along with any other relevant supporting information.

Submit your CV and covering letter via email to HRinbox@westfieldhealth.com