Helpdesk assistant in Birmingham

As a member of BHSF Contact Centre team, contribute to the operational effectiveness of the Contact Centre and the company objectives

• Effectively working towards BHSF's strategy by ensuring that all end-user customers (individuals/clients/policyholders) receive excellent customer service, paying particular attention to those with vulnerabilities
• Manage daily interruptions with shifting priorities and a need for accuracy on range of diverse queries of varying complexity from customers such as cash plans, GP helpline, Occupational Health queries, bereavement and any additional services
• Ensure telephone calls are answered within the agreed service level guidelines
• Provide and maintain high levels of service and ensure all calls are compliant inline with the departments call quality standards
• Daily management of policy amendment requests including changes to levels of cover, transfers and cancellations and ensure the appropriate standard wording is correctly applied
• First point of contact for all incoming calls and provide advice regarding customer enquires ranging from benefit claims, policy terms and conditions and any other questions or issues across the product portfolio
• Liaising with internal departments across the company to help resolve a range of customer queries in order to reach a satisfactory customer resolution
• Supporting all new starters across the team
• Continuous product knowledge development and understanding of core business processes to operate as an effective member of the team including annual completion of all related mandatory e-learning modules
• Accurate data recording and upkeeping in iSeries within broad guidelines within own team
• Managing daily complex customer escalations and ensuring any issues are resolved in a timely manner via letter, email, or telephone within guidelines
• Communication of policies amendments to customers such as changes to levels of cover and cancellations when required
• Provide daily guidance and completion on suitable multi-channel responses i.e., email, request letters, application forms, helpdesk inbox, Hive, and ensure these are completed within the department SLA’s
• Assist in identifying opportunities for continuous improvement and efficiencies in customer service standards and sales across the team
• Understanding and awareness of the regulatory framework BHSF operates within, either to provide services to BHSF customers or to support those who do including TCF principles, promoting the fair treatment of customers in decisions and actions undertaken
• To provide flexibility and cover across the team as appropriate
• To maintain Courtesy, professionalism, and high standards of presentation in all communications with customers and potential customers
• To perform all tasks and duties when required providing flexibility and covering a team working environment.
• All employees are responsible for ensuring the protection of personal data, as such you are required to actively engage with all requests relating to data protection and proactively ensure compliance with GDPR and the DPA when handling any personal, special category or criminal conviction data. You must report data incidents in-line with Company Policy. You must understand and comply with obligations under the Company’s data protection, information security, GDPR, DPA and FCA regulations and other relevant policies.
• Operates within defined risk appetite levels, and within the context of the Enterprise Risk Management Framework (ERMF), Risk Strategy, and all associated policies.

• Ensure compliance with the company health and safety rules and requirements, ensuring own safety and that of colleagues at all times; raising risks identified immediately and following all health and safety instructions.
• At all times, ensure that customers are put first in everything we do, following all policies and procedures, especially those relating to The Consumer Duty