Client Services Officer

Job Description:

Switchboard Operator

High Street Kensington Office, London, W8 5ED

Hybrid working options available

Permanent

£25,000 + Excellent Benefits

Full time 37.5 hours per week (Shifts run Monday to Friday between the hours of 8am and 8pm. Saturdays are 8am to 2pm)

We make health happen.

Working in our support functions you’ll play a key part in helping our customer facing colleagues deliver exceptional standards patient care. No matter your role, you’ll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day.

Role Overview

As a Switchboard operator, you will be communicating at all levels to both external and internal clients. This involves answering and extending all incoming or overflow calls within the contact centre where appropriate. You’ll ensure that continuous improvement of the patient experience is at the centre of all activities within the individual’s scope of responsibility.

You’ll help us make health happen by:

1. Answering and extending all incoming calls from patients, their families, clinicians and members of the public.
2. Triage all Out-Patient calls, obtaining all the necessary information and transferring to the relevant department/team.
3. Maintaining and promoting an efficient and high-quality service to all internal and external clients inclusive of patients, their families, clinicians and members of the general public.
4. Logging details of all communication faults updating the Hospitals I.T. department.
5. Updating Main switchboard console with all relevant information that may impact any admissions, discharges or cancellations.
6. Carrying out any other duties as required by the Contact Centre Supervisor.

Key Skills / Qualifications needed for this role:

1. Experience in a Customer Service/Administration role within a hospital environment.
2. Experience within a Contact Centre environment.
3. Call handling experience.
4. IT Literate and proficient in Microsoft packages.
5. Excellent communication, written and verbal skills.
6. Excellent time management skills and attention to detail.

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

1. Equivalent to 25 days holiday per year, increasing through length of service, with option to buy or sell.
2. Bupa health insurance as a benefit in kind.
3. An enhanced pension plan and life insurance.
4. Annual Health Services Bonus Scheme.
5. Support with travel costs via a season ticket loan or cycle2work.
6. Various other benefits and online discounts.

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.

Cromwell Hospital has recently been awarded the Inclusive Employers Standard (Bronze) , recognizing its commitment to fostering an inclusive workplace. This prestigious accreditation highlights the hospital\’s dedication to diversity, equity, and inclusion, as well as the efforts of its teams, Executive Leadership, and the REDI (Respect, Equality, Diversity & Inclusion) Network.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

At Bupa we strive to ensure all our customers, patients and staff are safe. All employees have a duty to ensure that safeguarding children, young people and adults at risk is prioritized and acted on appropriately.

Time Type:

Full time

Job Area:

Locations:

Cromwell HSK

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