Aiming higher with Jess

Posted on August 14, 2018 by Lisa Hammerton

Aiming higher with Jess - Simplyhealth employee profileWe're a team who are constantly aiming higher and we're driven by making a much bigger difference to deliver our purpose of helping people to make the most of life through better everyday health. We caught up with Jess, who recently became a Team Leader in our customer contact team to find out how she was the driving force behind her own career development.

When did you join Simplyhealth?

I joined Simplyhealth four and a half years ago and work within our customer contact centre. I had a friend who worked here and it came highly recommended. When I first started, I was part time and worked evenings as a customer advisor. With three young children, it was really important for me to find somewhere that worked around my family and helped me to establish a healthy work life balance. 

Tell us more about your year of aiming higher?

I've always aspired to be a manager and decided that 2018 was the year that I wanted more. I decided to change my hours and go full time. Having progressed from a customer advisor to a contact support advisor. It's more responsibility as we're there to support others in the team, and floor walk when needed¿ It's especially helpful for new starters! 
I realised that the support and coaching element was something that I really valued and wanted to do more of. My manager has been really helpful in helping me to get there, equipping me with advice and Continuing Professional Development (CPD).

What does your role as a team leader entail?

I look after a team of ten advisors. A main part of my role is to care for them, make sure they are happy and help them with their own career path.  It's really important to me that everyone feels happy and supported in their role and I really hope that I can help my team with their own career path, just like how my manager has supported me.

What do you enjoy most about working at Simplyhealth?

The customer contact centre is a busy department and there's plenty of variation - no day is ever the same! There's many opportunities to learn here, and I can't recommend enough how valuable it is to spend time with different departments to get an overview of what they do. It really is a friendly environment with a great team spirit. We're all here to help one another. 

How do you feel we make a difference to our customers?

Our department, as you would expect, is very customer focused and we always strive to ensure our customers are fully aware of what their plans have to offer by reminding them of other benefits that can help to better their everyday health. For example, someone could call to find out how much they can claim back for a pair of glasses and by then end of the call they are aware they can claim online, instead of by post and that they can also get a niggle with their back looked at by an Osteopath. It's very normal for us to have natural conversations with our customers treating them as individuals.