Location: Remote ( applications considered from the Birmingham area only)

Contract: 12 month Fixed Term

Hours: 37.5 per week

Working Pattern: 37.5 hours shift between  Monday - Friday 08.00am - 20.00pm ( Saturday cover will be required on a rota basis, shifts will be discussed further at interview).

Salary: £26,227.50 per annum

 

We are delighted to announce exciting opportunities to join us as a Customer Service Advisor as the first point of contact for many claimants accessing the Health Assessment Advisory Service. The Claimant Advisor's ensure claimants' queries are resolved in a timely manner and are responsible for ensuring accurate recording of data and dealing with general administration to a high standard.

Responsibilities:

• Managing a large amount of inbound and outbound calls in a timely manner.
• Handling claimant enquiries as the single point of contact for claimants and other third parties using the enquiry service.
• Taking responsibility for enquiries from first contact through to conclusion.
• Providing a high level of customer service, ensuring that all calls and enquiries are dealt with in a professional, polite and caring manner, and demonstrating customer service excellence at all times.
• Ensuring that call scripts and documented procedures are followed at all times to ensure the quality and consistency of calls.
• Logging information taken on calls / enquiries accurately and in a timely manner on the relevant systems.
• Providing advice and guidance to claimants where appropriate and / or directing them to relevant advice and guidance.
• Escalating any enquiry or issue that you cannot resolve directly and ensuring full follow up to resolution.
• Supporting the Claimant Enquiry Team and other support functions with any associated administration tasks as required.
• Commitment to personal and professional development, ensuring all necessary learning is completed.

Essential Criteria:

• Previous experience in a Contact Centre environment or face to face Customer Service position
• Previous call handling experience.
• Strong customer service skills.
• Excellent written and verbal communication skills.
• Good interpersonal skills.
• Analytical and problem-solving skills.
• IT literacy including the ability to type/ data input accurately, and at speed.
• Previous experience using CRM databases.
• Organised and able to manage time productively.
• Flexible and able to adapt and respond well to change.

At Ingeus, we’ve spent time listening to our employees to build our benefits package;

• 25 days of annual leave plus bank holidays, with the option to trade for additional leave.
• EAP Support programme available 24/7, including 6 free counselling sessions.
• Private medical insurance and life assurance.
• Up to 2 days of Community Giving (volunteering) each year to support a cause that matters to you.
• Eyecare vouchers to help with glasses or eye care.
• Online Shopping discounts
• Cycle to Work scheme and travel season ticket loan.
• Long service awards to celebrate your commitment.
• Salary Finance offering financial education and advice.
• The opportunity to purchase extra benefits like critical illness cover and dental insurance.

We understand that everyone’s journey is different, and we’re committed to making our recruitment process as inclusive and accessible as possible. If you require any support or adjustments—whether that’s help with the application, interview format, or anything else—we’re here to listen and work with you to find the best approach.

Our goal is to ensure you can showcase your skills and potential in a way that works for you. Please don’t hesitate to contact us alewis@ingeus.co.uk to discuss how we can support you

Please note, if we receive a high volume of applications, the role may be closed early.