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!
About the role
The role of Customer Service Advisor is central to providing our customers with a caring and proactive support service. Westfield Health are dedicated to making a healthy difference to the quality of life of our customers, and the Customer Service Advisor supports our mission by managing and resolving customer queries and offering excellent customer service.
The Customer Service Advisor 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 valuable health and wellbeing services.
Main Duties and Responsibilities
- Be the first point-of-contact for customers of Westfield Health
- Manage and resolve in-bound and out-bound calls into and from the Connect Team
- Retain customers through active account management
- Contact customers via email and written communications
- Provide up to date information about our products and services
- Process Health Cash Plan claims and enquiry emails
- Administrative tasks to support productivity and efficiency
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.
- A positive approach to work and meeting objectives
- 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
The Westfield Way
Our co-created Values reflect the ‘way we do things around here’. The Customer Service Advisor will be expected to demonstrate these values in all aspects of their role.
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.
Westfield Health offers many benefits to our colleagues as part of your employment package. We believe that by treating our colleagues well, they will enjoy working with us -and happy colleagues makes happy customers; it’s a win-win!
Stay fit and well by accessing your personal Health Cash Plan and Private Medical Insurance policies. Be rest assured that you are well looked after and have cover for all your essential healthcare needs.
Take advantage of our all-inclusive internal wellbeing strategy. We offer all colleagues free access to our Active Space which includes daily classes and development from our wellbeing coach.
Our annual bonus scheme reflects the hard work we all contribute towards. We offer flexible working arrangements to balance your home and work life and, important to know for the future, we offer incremental annual leave and service awards to our colleagues after 5 years’ service.
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