Job Description

Hybrid roles based in Stockton on Tees or Birmingham.
We are delighted to announce exciting opportunities to join us as a Customer Service Advisor a s 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. Roles are available in Birmingham or Stockton on Tees and can be on a Hybrid basis.

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 customer service role.
• 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.

Please note: We may close this advert early if we receive a high number of applications.

Ingeus is a Disability Confident Employer. We welcome neurodiverse colleagues and provide a clear, supportive, step-by-step recruitment process. If you require adjustments or alternative formats, our recruitment team will be happy to help.

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 at careers@ingeus.co.uk to discuss how we can support you.