Customer Service Representative

About Cigna Healthcare

Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries, we serve more than 180 million customers and patients worldwide. Ranked 13th on the Fortune 500 in 2025, Cigna is recognized as one of the most trusted and influential names in the industry. Our mission is to improve the health, well‑being, and peace of mind of those we serve.

You’ll join a globally recognized organization where trust, clear communication, and a positive culture shape how we work. Our leaders are consistent, approachable, and supportive, helping you maintain balance while doing meaningful work. We look for people who thrive in collaborative environments, care about meaningful change, and want to grow in a company that puts people first. At Cigna Healthcare, your work contributes to better care experiences and supports customers through important moments in their lives.

As a Customer Service Representative within our Global Service Centre, you’ll be the first point of contact for members who have private medical insurance with Cigna Healthcare. You’ll play an important role in delivering a positive customer experience by supporting enquiries and processing claims accurately and efficiently. This role operates in a fast‑paced, customer‑focused environment where priorities can change quickly. You’ll be supported through a comprehensive training programme and encouraged to take ownership of delivering excellent service while helping customers through important moments in their lives.

• Ability to commit to working 35 hours per week.
• Availability to work shifts between Monday and Sunday, 7:00am–10:00pm.
• Ability to attend 8 weeks of onsite induction training from August
  2026 start date in our Greenock office.
• Ability to travel to the Greenock office 2–3 times per week once fully competent in the role.

• Deliver a high standard of customer service through phone and email interactions, aiming for first contact resolution wherever possible.
• Process medical, dental, and vision claims accurately and within agreed service standards.
• Provide clear, accurate information to members and colleagues regarding healthcare benefits and policy coverage.
• Ensure all work is completed in line with operating procedures, regulations, and policy terms and conditions.
• Monitor and manage workloads to ensure enquiries and claims are resolved within required timescales.
• Collaborate with internal teams and service partners to achieve positive outcomes for customers.
• Support team objectives and contribute to continuous improvement initiatives that enhance the customer experience.

• Previous customer service experience
• Strong verbal and written communication skills.
• Good IT skills, including the ability to use Microsoft Office and internal systems.
• Excellent attention to detail and a high level of accuracy.

Soft Skills

• Customer‑focused approach with a genuine desire to help others.
• Empathy and professionalism when supporting customers who may be experiencing challenging situations.
• Strong organisation and prioritisation skills.
• Ability to manage competing priorities and work towards individual and team goals.
• Confidence in making informed decisions and resolving customer queries.
• Proactive approach to identifying and implementing improvements.

Technical / Functional Skills

• Customer service and customer communication.
• Claims processing and administrative accuracy.
• Microsoft Office proficiency.
• Ability to learn and navigate multiple systems.
• Time management and workload management.
• Knowledge of operating procedures and compliance requirements.

• Previous customer service experience.
• Experience working in a contact centre or service environment.
• Experience handling customer enquiries by phone and email.
• Knowledge of healthcare or insurance environments.

• Competitive salary and annual bonus opportunity.
• Hybrid working environment with a combination of home and office‑based working once fully trained.
• Private Medical and Dental Insurance, with the option to add eligible dependants.
• Employee…