Broker and customer services
Passion for our customers. Pride in our service.
Broker and customer services at Unum
We're the face of Unum to the brokers who recommend our products to their clients. This makes us the biggest customer-facing team across the UK business, we give brokers a great service that makes them want to recommend us above our competitors.
We're the team the brokers turn to when there's a question about how a policy's been set up, or how it's run from day to day. This means our customer service needs to be of high calibre, so we can build the relationships that last. It's all about putting the customer at the heart of what we do and making them feel confident, supported, appreciated and valued.
Join us and you'll soon discover that, at Unum, we really do practise what we preach. We have created a supportive atmosphere which is focused on fantastic personal development in your skills, we understand it can sometimes be a challenging environment but we'll give you all the skills and tools you need to thrive in the role. We think the people doing the job every day are in the best place to suggest improvements so we encourage our teams to share and suggest ideas.
Our broker and customer services teams
We deliver all stages of policy administration from quotation to acceptance, including renewals and query resolution. Working with Customer Solutions and the Underwriting & Technical Centre, the Broker Services teams develop close relationships with their brokers to deliver outstanding levels of customer service. Additionally, the Policy Production Team is “virtually” aligned to the Broker Services teams to provide policies for our new business and to respond to queries.
Customer Care Services
We deal with employers, employees and brokers in relation to our claims. The role of a Claims Management Specialist is to ensure that the right benefit is paid to the right people, in line with the policy conditions to ensure that our customers are supported with the right information and guidance, drawing on our extensive medical and vocational expertise.
Central to our approach is our Vocational Rehabilitation service which works with employees and their employers to enable a successful return to work in the most practical way before a claim is made as well as post claim. Customer Care also works closely with Customer Solutions to illustrate the benefits of our claims approach to brokers and employers when pitching for business.
They ensures that both internal and external customers feel supported, confident, important and understood during every interaction across the division. They manage the content on the Customer Experience community site, monitor the voice of the customer through collected feedback and data analytics, and ensure that we treat customers fairly in everything we do.
Finally, they are constantly looking for ways in which we can improve our customer service, signpost the added-value of our products and services, and ensure that our claims and administration support and communications are consistent with our goal to be the number one choice for customers.
We supports the division with essential quality management, analytics, accounting, claims and document administration services to maintain the high levels of service across the board that our customers rightly demand of us. Technical Services also manages all of the complaints we receive about our claims decisions through to conclusion.
Meet some of our broker and customer services team
Helen. Broker Services Senior Specialist
I’d never heard of Unum before, but when I came to the interview, I quickly realised that the job wasn’t just an administrative role, it was more focused on customer service. I knew straight away that I would be happy here. Even after nearly seven years, I still look forward to coming into work every day. I genuinely like everyone I work with, not just my team, but the whole department.
A lot of companies try to disguise a hard sale behind customer service, which means the service is only good when you have made a sale off the back of it. At Unum however, there has never been a hidden agenda. Good customer service is just that. No conditions, no ulterior motive, just making sure our brokers and clients are happy. In short, Unum is a caring and flexible place to work and I feel really valued as an employee.