Client Service Specialist - Healthcare in Baildon

The job holder is responsible for providing operational support on a portfolio of clients in relation to their healthcare schemes including Private Medical Insurance, Dental, Travel, Cash Plan Health Screening and Employee Assistance Programmes. The job holder will work within the Howden Employee Benefits & Wellbeing Small Business & Medium Enterprise Unit, providing support to our clients and Healthcare Consultants team. As this role will take instructions from various team members on a daily basis, being well organised is an essential skill.

Scheme Administration:

• Demonstrate a good knowledge of the Private Medical Insurance market, in relation to age rated provider policies and overall propositions.
• Support the departmental Service Level Agreements as directed by your Manager.
• Promptly and efficiently deal with client queries or issues keeping all relevant parties appraised where necessary.
• Accurately analyse scheme data to ensure that membership is correct, for the purpose of obtaining quotations and preparing Market Reviews and Client Reports.
• Deal with telephone, email and written enquiries from all clients, providers, introducers and internal colleagues in a polite and efficient manner.
• Maintain accurate and secure records using the Company’s internal IT systems.
• Process new business and renewals in support of the Consultants.
• Provide administrative support including but not limited to, the processing of new joiners, leavers and cancellation of policies in a range of media to clients and consultants in a professional, accurate and timely manner.
• Maintain an accurate diary system.
• Build strong relationships with our WNS Colleagues, providing support where required for training and peer review.
• Adhere to the company’s Data Protection Policy at all times.

Policy, Process and Procedures:

• You follow process and best practice that is relevant to your role and compliant with business policy.
• Constructively suggest process improvements to deliver workable solutions.
• In a collaborative way challenge wider processes to enable and drive improvements to service whilst ensuring compliance.

Customer Focus and Relationships:

• The exceptional customer experience that you provide will drive improved retention and enables the opportunity for cross and upselling of our business portfolio of solutions.
• You will work closely with the Head Of Client Services within their area of responsibility to ensure that the administration of our clients’ Health and Wellbeing schemes are carried out in accordance with relevant policies.
• You build strong internal, client and provider relationships based on respect that develops and builds loyalty, retention and increased client benefit spend.

Market Knowledge & Technology:

• You stay up to date and proactively seek to broaden your market knowledge.
• You understand the need for accurate client data in the operating systems.
• You embrace Technology in order to deliver outstanding client solutions.

Compliance and Personal Development:

• You actively undertake personal development to ensure up to date knowledge and understanding of best practice.
• You are aware of the need and sources of compliance and understand and apply compliance.
• You ensure that HR and Training & Competency records are up to date and meet the Operating Entity and/or Group’s requirements.
• You operate in an honest, professional and ethical manner.
• You are able to adapt best practice to the situation in hand within the framework of compliance.
• Strict adherence to the Group Employee Code of Conduct which strongly aligns to the FCA’s code of conduct that all regulated entities must adhere to under the SM&CR.
• Complete all relevant regulatory training and ensure you remain competent to carry out your role.

Knowledge, Skills, Behaviours and Experience:

• Detailed knowledge and understanding of Private Medical Insurance is preferred, with an interest in other wellbeing products.
• You have Microsoft Office knowledge and are able to use Excel to formulate spreadsheets as required.
• You can create a basic Word document with text and manipulate template reports.
• You strive to be the best you can be to deliver high standards of work for the benefit of your clients.
• Your professionalism increases the positive aspect of customer experience and underpins their loyalty.
• You take ownership of and proactively manage the associated workload.
• You are conscientious, orderly and disciplined with good organisational and time management skills.
• You are motivated with a strong desire to learn about the Preferred Provider arrangements and wider SME product portfolio.
• You have good attention to detail.
• You are a team player.
• You lead by example and act as a role model for Howden Employee Benefits & Wellbeing.
• You interpret change, what it means to the business, and the action you need to take to support the change.
• Experience in a client facing administration role.
• Experience of working with an Employee Benefits Consultancy or with an Insurance Provider is preferred but not essential.
• CII IF7 qualified, preferred or a willingness to study and gain the qualification.

What do we offer in return?

• Our successes have all come from someone brave enough to try something new.
• We support each other in the small everyday moments and the bigger challenges.
• We are determined to make a positive difference at work and beyond.

Reasonable adjustments:

We’re committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours or hybrid working. If you’re excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.