Benenden Health
Contact Centre Claims Advisor
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Contact Centre Claims Advisor
Contact Centre Claims Advisor – Member Services Department
Location: Benenden Health Contact Centre Environment: Dynamic, member-centric, and technology-driven
About the Role
Benenden Health seeks a Committed Contact Centre Claims Advisor within its Member Services department to excel in delivering outstanding support. As a frontline advisor, you’ll play a critical role in assisting members through various health-related journeys—from hearing loss inquiries to post-surgical support—with discretion, empathy, and resilience.
Your responsibility goes beyond handling calls; you’ll analyse requests, gather vital information sensitively, and navigate complex member needs to drive the best possible outcomes. By working alongside our world-class member services team, you’ll enjoy full training, guided development, and a supportive environment while contributing to an organisation with a 119-year heritage and 850,000+ members—where no two days are alike.
Responsibilities
- Deliver Outstanding Customer Service: Use exceptional telephone manner and adaptive skills to provide tailored assistance in every interaction, aligning with Benenden Health’s mutual ethos.
- Understand Complex Needs: Proactively explore member concerns through thoughtful questioning and empathetic listening to uncover key details ensuring appropriate support is provided.
- Navigate Member Journeys: Guide members efficiently through claims, treatments, and services using in-house systems, maintaining high KPI targets to uphold industry-leading standards.
- Apply Initiative: Exercise judgement day-to-day to resolve issues promptly, bundling solutions that reflect our commitment to mutual value and individual member care.
- Foster Resilience: Maintain composure and positivity in high-pressure situations, especially handling difficult circumstances with professionalism and sensitivity.
- Upskill Daily: Continuously develop product and system knowledge, driving both personal and organisational excellence.
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Requirements
Skills & Attributes
Must demonstrate:
- Excellence in Telephone Communication: Adaptability to varying demands while maintaining a professional, approachable, and customer-focused manner.
- Passion and Commitment: Emotional investment in helping others navigate healthcare challenges.
- Resilience: Thrill at tackling diverse challenges with creativity and tenacity.
- Empathetic Listening: Ability to sense member needs beyond scripted responses, gathering useful information accurately and sensitively.
- Confidence with Technology: Comfort navigating multiple systems while multitasking under performance benchmarks.
Training & Induction
Benenden Health offers a structured induction programme to ensure success in the role.
Training Structure (Starting 24th August 2026)
- 6 Weeks of Full-Time Training (Monday–Friday, 9:00 AM–5:00 PM) with no annual leave permitted during this period.
Phases
-
4 Weeks Classroom-Based Training
- Learn core products
- Full training on in-house technology systems
- Build foundational knowledge of member services
-
2 Weeks In Coaching Academy
- Begin handling live calls with direct supervisor support
- Develop confidence in applying learned principles
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Post-Training
- Complete a 6-month probation period, after which hybrid working may be introduced.
- No weekend or bank holiday work during the probation period.
Benefits
Working at Benenden Health means prioritising your wellbeing, growth, and financial security. Here are the standout benefits:
Personal Wellbeing
- Free Corporate Membership & Cash Plan – Access to Benenden Health services, plus cashback for dental, optical, and therapies.
- Mental Health & Physical Support – Mental Health First Aiders, onsite gym, and health checks.
- Working Conditions –
- 35 paid days’ holiday (including bank holidays)
- Unlimited access to £500 Refer a Friend Bonus Scheme
- No weekend or bank holiday shifts
- Cycle-to-work scheme
Flexibility & Development
- Hybrid Work Opportunities Post-Probation (after initial 6 months full office-based)
- Discounts & Discounts – Savings on high street retailers, Benenden Health insurance, and other products.
- Unlimited Learning & Career Growth – Pathways driven by 6-weeks starter training and ongoing development.
Company Culture
- Proud Legacy & Values: Supporting 850,000+ members with mutual trust and community ethos.
- Charitable Contributions: Supporting local community schemes.
- Free Onsite Amenities – Parking, hot drinks, onsite parking, fruit bowls.
- Community Access: Dental and optical cashback available to staff.
For further details, refer to the Role Profile.
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