Agile Working Options

Other Agile Working Arrangements / Open to Discussion

Job Description Summary

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Job Description

At Scottish Widows we provide critical services to millions of Lloyds Banking Group’s Life, Pensions and Investments, General Insurance and Wealth customers.

We support their needs (whatever they are) driven by a clear purpose to Help Britain recover, then prosper. We're looking to grow our 500+ strong Protection, Health Claims, Bereaved and Operations Support team who provide dedicated support to Members and Financial Advisers.

We're undergoing a significant period of transformation over the course of 2022 and it's an exciting time to join us! If you do, we'll give you a competitive salary between £19350 - £24000 (depending on experience) with a bonus opportunity of c5%.

What else will you get?

• Various share schemes (including free shares)
• A generous pension contribution starting at 9% (rising to 15%) which comes with life cover of up to 8x salary.
• Further discounts available on the weekly food shop, travel and electronics/mobile through our PerksAtWork scheme.

There's also a Flex cash pot of 4% salary (£774 for FT), which you can take as cash or spend on options such as:

• Buying extra or selling holidays to suit from your 30 days leave (including bank holidays) - ideal for half terms or that mini break
• Extending your private medical cover to family members
• A Flex Card providing up to 15% discount with over 70 well known retailers
• Tax/NI efficient electric vehicle (or bike) purchasing schemes paid through your monthly pay - we support sustainability

We also have a number of free health and well-being offerings as well as generous maternity/paternity/adoption leave policies. So be confident we'll invest in your future, as well as that of our customers. Career development, flexible working and volunteering opportunities all make a difference towards work being enjoyable.

About the role...

This vacancy is in our Health Claims Team.

First and foremost, you’ll be helping our Assessors process the administration of health claims and supporting our customers by answering telephone enquiries.

Please note that this role is 60% administration and 40% telephony based.

You'll be providing our customers with updates on their claim journey, acting promptly on their instructions and ensuring that records are up to date and accurate. There is an element of handling customer complaints and managing their expectations also.

This role can involve complex enquiries. You'll need experience of helping customers and answering queries. We put the customer at the heart of everything we do and will provide great training to enable you to resolve calls by taking ownership and providing first touch resolution whenever possible.

Delivering outstanding customer service is at the centre of our success and 350-year history...and you could play a significant part in this.

If you enjoy building relationships with customers and colleagues and are looking for genuine career opportunities, then there's a role here for you.

• You'll want to put customers first - taking ownership of their queries, building rapport quickly and providing the highest level of customer experience
• You'll learn to act with skill and diligence - treating customers sensitively and caring about helping them move forward with their futures.
• You'll possess good attention to detail and grow the confidence to spot and call out areas we can improve our customers' journey and experiences

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.

Someone who enjoys collaborating closely with colleagues, adding to a caring environment where all colleagues feel encouraged and valued. Someone prepared to work hard with a passion for delivering excellent customer service.

From Day 1 we’ll provide all the support needed and many of our colleagues also go on to gain an industry qualification.

You'll get a good work/life balance!

Training is initially full time for c8 weeks in our modern Edinburgh city centre office, leading to a hybrid role split between home (c60%) and the office (c40%).

Our hours are 7 hours/day, Monday to Friday between 8am-6pm on a shift pattern.

As a business we're passionate about diversity and equal opportunity with industry recognition across gender, ethnicity, disability, LGBTQ+ and families.

Just let us know if you need any reasonable adjustments made to our recruitment processes, we'd be happy to accommodate them...

So, if our opportunity appeals to you then get in touch and apply today, we'd love to hear from you.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain recover. 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'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.