Customer Support & PHI Advisor in Sheffield

Westfield Health Group is home to Westfield Health, High Five Health Promotion and UK Health and Wellbeing, proudly providing holistic health and wellbeing services, and active spaces, to clients across 11 countries. We believe that our people are our strongest asset and live by our values; We care, we’re in it together, we are explorers, we own it. We aim to continue our commitment to creating a workplace where our colleagues feel connected, heard, developed, recognised and supported, as demonstrated by our achievement of the prestigious Investors in People Gold accreditation!

About the Role

Our Customer Support and PHI Advisors provide exceptional service while providing customers with a caring and proactive support service. Handling a variety of customer enquiries, resolving complaints, managing high value claims and identifying and investigating fraudulent activity, our Customer Support and PHI Advisors help our customers in some of their most vulnerable moments. As part of a team of 6, you will have an 8-week training plan in our central Sheffield office. After this, you will be able to work flexibly in a hybrid capacity with the potential to work a condensed working week.

Your Responsibilities

• Handle inbound emails, taking accountability to resolve customer queries and provide up-to-date information about products, services and policies.
• Conduct inbound and outbound calls relating to private medical insurance claims.
• Assess medical insurance claims against underwriting principles and policy terms, carrying the approved claim through to completion ensuring payments are made on time and the customer kept informed throughout.
• Liaise with hospitals, healthcare providers and internal colleagues when required.
• Conduct account administration including issuing policy renewals in line with regulatory time‑frames.
• Ensure compliance with data protection and regulatory standards.

What You’ll Bring

• English GCSE grade 5 above or equivalent.
• Ability to handle enquiries across multiple channels ensuring timely and accurate responses.
• Skilled in assessing and processing private medical insurance claims in line with policy terms and regulatory requirements.
• Committed to delivering exceptional customer service, consistently achieving high levels of customer satisfaction through effective communication and problem‑solving.
• Articulate with strong communication skills (oral and written) and high attention to detail.
• PC literate and capable of operating new systems with confidence and accuracy, competent in using Microsoft Office Suite.
• A positive and flexible attitude with the ability to work well in a team.

Salary, Perks & Benefits

• Starting salary of £24,480.
• 25 days annual leave plus 1 in lieu of Christmas period.
• Health Cash Plan.
• Westfield Rewards.
• Surgery Choices Insurance.
• Matched pension scheme.
• Employee Assistance Programme.
• Corporate Bonus Scheme.
• Free use of onsite gym.
• Enhanced maternity/paternity/adoption pay.
• Long service awards.
• Flexible Working (including working from home).
• Cycle to work scheme.
• Electric car scheme.
• Income protection scheme.
• Death in service.
• Fruit and onsite refreshments.

Next Steps And Support

If you think you fit the bill, we would love to hear from you! Please note, while we welcome global talent, we’re currently unable to sponsor work visas. We are a proud member of inclusive employers and a Disability Confident Committed employer, we value inclusivity and want to make sure our application process is open and accessible to all candidates. Please let us know if you require reasonable adjustments to ensure the recruitment process is as comfortable as possible.