Employee Experience Specialist

Who are Benifex? 💚💜

We are a fast-moving technology company, and one of the most successful providers of online reward and benefits solutions in the UK. We believe that everyone deserves an exceptional experience at work, every day, and build workplace technology that makes this happen. Benifex’s mission is to build remarkable experiences that employees love. Today Benifex supports more than five million employees in over 3,000 organisations across more than 100 countries. To help us on our quest to be the best, we need brilliant people on board and that’s where you come in. 🚀


Why should you apply? 🌟

• Impact: on our mission to go Global, this will allow us to provide 24/7 service to our customers


• People: work with a talented team committed to providing exception employee experience

• Culture: work with a team that are collaborative and support one another to succeed as a team not individuals


• Autonomy: no micro management here, we want talented people that can work of their own initiative

• Top 10 Employer, Sunday Times Best Places to Work Awards

• Work for a profitable, fast-growing market leader in the online reward and benefits space

Great benefits:

💰 Salary ₱40,000 plus ₱5,000 non-taxable allowance

🏢 Office based during probation than a hybrid working pattern (3 days in office, 2 days WFH), we will try to be flexible and accommodate your needs

✈️ 25 days paid vacation leave + 7 days paid sick leave

🎂 Your birthday off

❤️ Two half day wellbeing days

🩺 HMO and Dental Coverage for you

🤒 Life assurance

👩🏻‍🤝‍🧑🏻 Referral bonus

Role Overview 🚀
The Employee Experience Specialist is a hybrid role with a primary focus on global claims processing and a secondary responsibility for employee support. This individual will be responsible for reviewing, assessing, and processing employee claims in accordance with defined eligibility criteria and service level agreements (SLAs). They will need to demonstrate exceptional attention to detail, sound judgment, and the ability to interpret and apply complex rules. The role requires initiative when processing and confidence to engage with stakeholders for clarification.

In addition to claims processing, the role also serves a first and second point of contact for employee queries related to benefits and systems. The specialist will engage with employees to understand their issues, provide reassurance, and deliver resolutions. Employee Experience Specialists are expected to deliver exceptional service by providing compassionate, articulate, and solution-focused support via phone and conversational support; triaging and resolving cases or escalating them to the appropriate teams. They will collaborate with internal and external stakeholders to ensure timely and effective resolutions, contributing to a seamless and positive employee experience.


Responsibilities🤘

• Review and process global employee claims against defined eligibility criteria, ensuring decisions are made accurately and in line with service level agreements (SLAs).


• Apply attention to detail and critical thinking to validate supporting documentation, identify inconsistencies, and determine whether claims should be approved or declined.


• Communicate claim outcomes clearly and professionally, especially in cases of declined claims, ensuring employees understand the reason for the decision.


• Use initiative to interpret complex or ambiguous rules, proactively seeking clarification from stakeholders when guidance is unclear or incomplete.


• Manage a consistent volume of claims to meet productivity targets while maintaining high quality standards.


• Skilfully manage inbound calls and interactive chat conversations, ensuring employees receive engaging, efficient and personalised experiences.


• Research, share and provide extensive expertise on our cutting-edge OneHub Platform, Employee Benefits, Reward and Recognition, Wallet and Discounts products.


• Collaborate with the team to ensure service level agreements (SLAs) are consistently met.


• Independently strive to achieve personal targets and goals but most importantly, collaborate with your team to enhance your knowledge and achieve excellent results together.


• Provide class-leading, friendly, engaging customer service to our customers and their employees in line with PREACH guidelines and CSAT targets leaving a positive and lasting impression.


• Triage tickets to ensure the correct information is recorded and passed to the relevant team.


• Provide a pro-active, solution focused approach to case resolution. Taking full ownership of multiple tickets and progressing the case from start to finish.


• Work with internal and external stakeholders to ensure fast turnarounds and minimal touchpoints when cooperating on resolutions.

What are we looking for? 🔎

• Someone who enjoys working with people and giving an exceptional customer service


• Enthusiastic about thriving in a fast-paced environment.


• Demonstrates exceptional teamwork and collaboration abilities.


• Quick learner, adaptable to process changes, new products, challenges and tasks.


• Problem solving skills, people able to use their initiative to find a resolution


• Possesses proficient computer skills.


• Exhibits excellent written and verbal English communication skills.


• Prior experience in customer service is preferred.

Nice to haves ✨

• 1st Line Ticketing Experience in a Helpdesk Environment.


• Experience working with claims or eligibility-based processes, including interpreting policy rules and communicating outcomes in a service-oriented environment.


• Familiarity with managing high volumes of administrative tasks accurately and efficiently, ideally using claims or case management systems.

Even if you don't meet all of the requirements for this role, we encourage you to apply! We are looking for talented and passionate individuals who are eager to learn and grow. We also offer a variety of other roles, so please check out our careers page to see if there is something else that might be a good fit for you.

Our interview process

✌ Benifex understands the need to have a fast and efficient process, the below will all be completed in the shortest time possible.

📞 Initial informal call with the Talent team

🧪 Online tests in numeracy and logical reasoning

⏳ Interview with the Hiring Team (2x Managers)

🤩 Final interview with the Head of Operations (Philippines)

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We are committed to creating a diverse and inclusive workplace where everyone feels welcome and respected. We believe that diversity and inclusion are essential to our success, and we are proud to be an equal opportunity employer.