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- Tasks: Engage with members to retain and renew their health insurance memberships through calls and emails.
- Company: Bupa Global, a leading international health insurance provider focused on customer care.
- Benefits: 25 days holiday, health insurance, enhanced pension, and flexible working options.
- Why this job: Make a real difference in people's lives while developing your communication and sales skills.
- Qualifications: Strong communication skills, sales experience, and a passion for customer service.
- Other info: Join a diverse team dedicated to helping people live healthier, happier lives.
The predicted salary is between 36000 - 60000 £ per year.
The Customer Engagement team are responsible for the retention of existing members who are approaching their renewal dates, as well as handling cancellation requests and maximising retention mid-term. The team are responsible for policy changes such as USA upgrades and addition of dependants, which can happen mid-term or at renewal. The team also takes responsibility for welcoming new members to Bupa Global, as well as mid‑term check in calls. Communication with members can be via phone or email.
You will receive and make calls regarding Bupa Global memberships and be responsible for effectively identifying our customer needs in order to advise and retain members. You will also be responsible for ensuring individual and team performance targets are met. You will need to maintain the quality of member records through accurately recording information during and post call to ensure we are able to analyse the effectiveness of these actions and improve our processes going forward.
You’ll help us make health happen by:
- Working from outbound call lists, inbound calls and email communications to address member queries with the goal of retaining and renewing the individual's membership.
- Using existing sales and negotiation skills to correctly assess the members' needs, making changes to policies where appropriate.
- Working towards pre‑set targets and quality measures to ensure an excellent customer experience for all member interactions.
- Taking full ownership for all member contact and recommending any appropriate options, from providing quotations to answering queries.
- Ensuring that every opportunity to fully deliver to the member is identified and taken.
Strong communication and interpersonal skills are essential, along with excellent listening and questioning skills to ensure all member information is identified. You should have the ability to advise and influence, listen and consider information leading to the application of sound business advice. Decision making ability, self‑motivation, and target-driven attitude are important, as well as excellent planning and organisational skills. A good geographical knowledge and appreciation of differing time zones is required. Proven sales record and strong customer service skills are ideal, along with some experience of the Healthcare market. You should constructively review and analyse your own performance in order to develop potential.
Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad. Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.
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:
- 25 days holiday, increasing through length of service, with option to buy or sell.
- Bupa health insurance as a benefit in kind.
- An enhanced pension plan and life insurance.
- Onsite gyms or local discounts where no onsite gym available.
- 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. As a Disability Confident employer, we offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.
Time Type: Full time
Customer Engagement Adviser employer: Bupa
Contact Detail:
Bupa Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Engagement Adviser
✨Tip Number 1
Get to know the company inside out! Research Bupa Global, their values, and what makes them tick. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be handling calls and emails, it’s crucial to sound confident and approachable. Role-play with a friend or family member to get comfortable with different scenarios.
✨Tip Number 3
Be ready to showcase your sales and negotiation skills! Think of examples from your past experiences where you successfully retained customers or resolved issues. This will demonstrate your ability to meet targets and provide excellent customer service.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It shows your enthusiasm and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Engagement Adviser
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application for the Customer Engagement Adviser role. Highlight your relevant experience and skills that match the job description, especially your communication and customer service abilities.
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use examples from your past experiences to show how you’ve successfully engaged with customers and met targets. This will help us see how you can contribute to our team.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that are easy to read. Avoid jargon unless it’s relevant to the role, and make sure your enthusiasm for the position shines through!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you’ll find all the details you need about the position there!
How to prepare for a job interview at Bupa
✨Know Your Stuff
Before the interview, make sure you understand Bupa Global's services and how they cater to customer needs. Familiarise yourself with common queries and concerns members might have, especially around renewals and cancellations. This will help you demonstrate your knowledge and show that you're genuinely interested in helping customers.
✨Practice Active Listening
During the interview, showcase your listening skills by summarising what the interviewer says and asking clarifying questions. This not only shows that you’re engaged but also reflects the active listening skills needed for the Customer Engagement Adviser role. Remember, understanding customer needs is key!
✨Demonstrate Your Sales Skills
Be prepared to discuss your previous sales experiences and how you've successfully retained customers in the past. Use specific examples to illustrate your negotiation skills and how you’ve influenced decisions. This will highlight your ability to meet performance targets and provide excellent customer service.
✨Show Your Organisational Skills
Since the role involves managing multiple member interactions, be ready to talk about how you stay organised and prioritise tasks. Share any tools or methods you use to keep track of calls and emails, as this will show that you can maintain quality records and improve processes effectively.
