As a Customer Service Associate, you'll be the first point of contact for customer and dental practice enquiries, providing a proactive, professional and solutions-focused service. You'll work closely with colleagues, stakeholders and external partners to resolve issues, manage complaints and ensure customers receive timely, effective support.
This is an exciting opportunity to join a developing area of the business where you'll help shape the future customer experience. You'll identify opportunities for improvement, contribute insights that drive positive change and play an important role in delivering good customer outcomes within a regulated environment.
Key responsibilities include:
• Acting as the first point of contact for customer and dental practice enquiries.
• Providing clear, professional and timely responses in line with service level agreements.
• Building strong relationships with customers, dental practices and internal stakeholders.
• Managing customer complaints and escalating complex or risk-related issues when required.
• Accurately maintaining customer records using CRM and case management systems.
• Monitoring case progression and ensuring customer queries are resolved promptly and effectively.
• Identifying recurring trends and sharing insights to improve processes and customer outcomes.
• Collaborating with teams across SFS, Operations, Risk & Compliance and Product to ensure customer needs are understood and acted upon.
• Supporting continuous improvement initiatives that enhance service quality and operational efficiency
This is an Andover-based role with regular attendance at our Hampshire head office, supported by our flexible smart working approach.
About You
To be successful in this role, you'll have:
• Experience in a customer service or operational support role.
• Excellent written and verbal communication skills.
• Strong attention to detail and a commitment to accuracy.
• The ability to manage multiple priorities and organise your workload effectively.
• A customer-first mindset and a passion for delivering positive outcomes.
• Confidence working with policies, procedures and regulatory requirements.
• Strong IT skills and experience using CRM or case management systems.
• The ability to work collaboratively with a wide range of stakeholders.
It would be beneficial if you also have experience handling complaints, working within a regulated environment, or managing complex customer queries.
Most importantly, you'll share our values of courage, curiosity, trust and kindness, and be passionate about putting customers at the heart of everything you do.
Your Recruitment Journey
Your recruitment journey will include:
• Application
• Introductory conversation with our Talent Acquisition Team
• Interview with the Hiring Manager
• Assessment activity
• Offer
If you require any adjustments during the recruitment process, we'll be happy to support you. We encourage applications from people of all backgrounds and experiences who share our ambition to improve access to healthcare and make a positive difference to customers, communities and colleagues.
Customer Service Associate (SFS) in Andover employer: Simplyhealth
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