Customer Operations Associate (Simplyhealth Funding Services) in Andover

About The Role

We’re not just your average health company; we’re aiming to revolutionise access to healthcare in the UK by offering innovative health and wellbeing solutions that are affordable, accessible, and effective. From preventive care to comprehensive medical support, we aim to empower individuals to take charge of their health, inspiring them to make the most of their wellbeing. Added to that we’re the first health insurer in the UK to be awarded B-Corp status in recognition of our significant achievements in sustainability, in addition to our ambitious environmental and social responsibility goals.

We’re looking for a proactive and customer‑focused Operations Associate to support dental practices as they onboard to access treatment finance through Denplan. This role is essential in ensuring that practices experience a smooth, compliant and high‑quality journey, from first contact through to successfully offering patient finance. You’ll play a vital role in maintaining regulatory standards, supporting operational improvements, and contributing to the success of Simplyhealth Funding Services (SFS).

Key responsibilities

• Support regulated and unregulated dental practices through the full onboarding process.
• Ensure all documentation, due diligence and regulatory checks are completed accurately and within required timeframes.
• Complete fitness and propriety assessments for Introducer Appointed Representatives (IARs).
• Work closely with Denplan Account Managers, our external lender, and internal stakeholders to ensure a consistent onboarding journey.
• Act as first‑line support for onboarding queries, escalating complex issues when needed.

Complaints & Quality Assurance

• Support the handling, investigation and resolution of onboarding‑related complaints.
• Manage escalated cases, including those referred to the Financial Ombudsman Service.
• Maintain exceptional communication and service levels with dental practices.
• Assist with quality reviews of onboarding documentation and processes.

Operational Improvement & Reporting

• Identify recurring issues and support root‑cause analysis.
• Contribute operational data and MI for committees, external auditors, or internal reporting.
• Engage in ongoing training and development to support continuous improvement.

About You

To be considered you must have:

• Experience in an operations or customer service role, preferably within a regulated, financial services, or healthcare environment.
• Strong written and verbal communication skills.
• High attention to detail, accuracy, and organisation.
• Ability to manage multiple priorities effectively.
• A customer‑focused mindset with a commitment to delivering good outcomes.
• Confidence working with policies, procedures, and regulatory requirements.

Our dream candidate will also have:

• Experience managing challenging conversations or complaints.
• Understanding of Consumer Duty or regulated environments.
• Familiarity with onboarding or compliance processes.
• Strong IT and CRM/case management skills.

What’s in it for you

As well as a competitive salary, our benefits package includes:

• Generous pension with a 6% pension gift from us.
• 28 days holiday (plus bank holidays) - with the option to buy and sell a further 5 days.
• Flexible benefits pot (which you can choose to use against some great benefits such as critical illness, private medical insurance, shopping vouchers and more).
• Your own health plan.
• Access to a wellbeing hub.
• Recognition awards.
• Give as you earn.

We have a head office in Andover, Hampshire, but depending on your role, you’ll be able to enjoy our ‘smart working’ approach. This means you can flex when and where you spend your time. For many of us this means day to day work can be handled remotely, but there will also be times when we need to come together in the office to collaborate, attend training sessions, induction, briefings and more. For this role you can expect to be in the office a day a week and we'd prefer you to be within a commuting distance of Andover.

Your Recruitment Journey

We’re focused on providing an application, assessment and onboarding journey that is fair, consistent, diverse and inclusive for all, allowing us to hire top talent based on the skills and behaviours pivotal to your and our success.

Your process

• Screening call with Talent Acquisition Team.
• Aptitude assessment.
• Virtual Interview with the hiring manager and team.

Please note: Working for a purpose driven company like ours is a fantastic opportunity so we often receive high volumes of applications for our roles. In these cases, we may close our job adverts early and aren’t able to consider applications after this time.