Customer Service Lead Representitive - 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 14th on the Fortune 500 in 2026, Cigna is recognised 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 recognised organisation 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.

The Customer Service Lead Representative plays a critical role in supporting the delivery of exceptional customer service across member, provider, client, and broker interactions while providing day-to-day operational support within the contact centre. This role serves as a senior technical and operational resource, managing complex enquiries, complaints, escalations, and service recovery activities while helping ensure service continuity, workload visibility, and adherence to service standards.

Working closely with the Customer Service Manager, the Customer Service Lead Representative provides floor support, operational guidance, and knowledge sharing to Customer Service Representatives, helping to drive service quality and operational effectiveness. This is not a formal people management role and does not include employee performance management, disciplinary authority, or approval responsibilities.

• Investigate and resolve complex customer enquiries, complaints, appeals, and escalated service issues across calls, emails, and written correspondence.
• Act as the primary operational and technical escalation point for cases requiring advanced research, coordination, policy interpretation, or procedural guidance.
• Interpret policy provisions, benefits, procedures, and operational requirements to determine appropriate solutions and escalation pathways.
• Maintain end-to-end ownership of escalated cases, ensuring timely resolution, accurate documentation, proactive follow-up, and clear customer communication.
• Support service recovery activities by managing customer expectations, coordinating corrective actions, and ensuring customer concerns are effectively addressed.
• Collaborate with Health Plans, Claims, Approvals, Service Centres, Providers, IT, and other stakeholders to facilitate prompt resolution of customer issues.
• Build effective working relationships with internal and external stakeholders while supporting a seamless customer experience.
• Monitor service queues, pending inventories, backlogs, ageing cases, and service-level risks, escalating concerns appropriately to the Customer Service Supervisor.
• Support workload coordination and operational prioritisation based on customer impact, service commitments, and business requirements.
• Ensure effective shift handovers through accurate communication of priority cases, unresolved issues, and operational updates.
• Assist with the preparation of operational updates, service-level reports, escalation summaries, workload status reports, and risk visibility reporting.
• Identify recurring service issues, root causes, process gaps, and customer experience challenges, providing recommendations for improvement.
• Contribute to knowledge-sharing initiatives, onboarding activities, refresher training sessions, process enhancements, and quality improvement programmes.
• Support quality assurance reviews, compliance activities, audits, and operational governance requirements.
• Maintain accurate customer records and ensure all activities comply with company policies, regulatory requirements, confidentiality obligations, information security standards, and data privacy requirements.
• Continue supporting core customer service activities during periods of high contact volumes, operational peaks, and business-critical events.
• Provide designated operational support coverage during the absence of the Customer Service Manager while remaining within the role's defined authority limits.

• Diploma or Bachelor's degree, preferable…