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Helpdesk Assistant
| Posting date: | 05 June 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | 20,820 |
| Hours: | Full time |
| Closing date: | 07 July 2024 |
| Location: | Birmingham, B16 8PE |
| Company: | BHSF |
| Job type: | Permanent |
| Job reference: | 122 |
Summary
Job Advert
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
• To maintain courtesy and accurate, informative presentation in all communications
• 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 comply with required obligations under the Company’s data protection, information security and other relevant policies, when
handling personal data or special categories of sensitive data
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
• To maintain courtesy and accurate, informative presentation in all communications
• 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 comply with required obligations under the Company’s data protection, information security and other relevant policies, when
handling personal data or special categories of sensitive data