Customer Service Advisor - Health Claims Scottish Widows

End Date

Salary Range

Flexible Working Options

Job Description Summary

Job Description

JOB TITLE: Customer Service Advisor – Health Claims (Scottish Widows)

SALARY: £ 24,539- £ 25,830

LOCATION: Edinburgh
HOURS: Full-time – 35 hours. Monday – Friday, 7 hours per day between 8am – 6pm on a shift pattern.

WORKING PATTERN: Our work style is Hybrid, which involves spending at least two days, or 40% of your working week, in our Edinburgh office. This will be agreed by your Line Manager.

About this opportunity

Do you enjoy building relationships with customers, colleagues and are looking for genuine career opportunities? Then there's a role here for you!

We support their needs (whatever they are) driven by a clear purpose to Help Britain Grow with Purpose.

As a Customer Service Advisor within our Health Claims Team, you’ll support our customers through the claims process via both telephony and written communication, providing updates on their claim journey, acting promptly on our customers’ instructions, and ensuring that records are fully up to date and accurate. You’ll also support our assessment team with administration tasks related to the claims journey. These are purely customer service roles - no sales involved.

You'll need experience of speaking to customers and have a passion and a desire to do the right thing for them. We put the customer at the heart of everything we do and will provide great training* to enable you to resolve calls by taking responsibility and providing first touch resolution whenever possible.

[*Training is full time for 6 weeks working from our modern Edinburgh city centre office, leading to the hybrid role.]

At Scottish Widows we provide critical services to millions of Lloyds Banking Group’s Life, Pensions, Investments and General Insurance customers. This vacancy is based in our Health Claims Team where you’ll primarily focus on dealing with customer queries by telephone or completing a number of core admin tasks.

Why Lloyds Banking Group

Like the modern Britain we serve, we’re evolving. Investing billions in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers. We’re growing with purpose. Join us on our journey and you will too…

What you’ll need

You'll put customers first - taking ownership of their queries, establishing rapport quickly and providing the highest level of customer experience.

You will be comprehensively trained on our systems and procedures, but we are looking for candidates who can demonstrate empathy and prioritise the needs of a vulnerable customer.

It's a role that suits people who take ownership of personal development and can adapt to change as well as learn about products and follow processes.

About working for us

Our focus is to ensure we’re inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We’re committed to creating a consciously inclusive workplace where our colleagues can be themselves, thrive and perform at their best.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. This could include flexibility with regards to office attendance, location, and working pattern.

We are proud to be a Disability Confident Leader. If you have a disability, you can also apply via our Disability Confident Scheme (DCS). Through the DCS, we guarantee to interview a fair and proportionate number of applicants with a disability, whose application meets the minimum criteria for the advertised job role.

We also provide adjustments that are reasonable throughout the recruitment process to reduce or remove barriers for applicants with a disability, long-term health condition or neurodivergent condition. If you’d like an adjustment to the recruitment process just let us know

We also offer a wide-ranging benefits package, which includes:

Ready for a career where you can have a positive impact as you learn, grow and thrive?
Apply today and find out more

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.