At a Glance
- Tasks: Handle customer complaints with empathy and provide effective resolutions.
- Company: Join Bupa, the UK's leading health insurance provider focused on making health happen.
- Benefits: Enjoy 25 days holiday, health insurance, enhanced pension, and flexible working options.
- Other info: Diverse and inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real difference in people's lives while growing your career in a supportive environment.
- Qualifications: Experience in complaint handling and excellent communication skills are essential.
The predicted salary is between 28200 - 28200 £ per year.
Customer Complaints Handler
Location: Salford Quays or Staines
Permanent, Full Time (37.5 hours)
Salary: from £28,200
This role is office based with potential for hybrid working options available once signed off - this is not a fully remote working position.
Due to a period of exceptional growth, our teams are expanding which means we can offer this great opportunity. We make health happen. Bupa is the UK’s biggest health insurance provider and official Healthcare Partner to Paralympics GB. We are a family of thousands and growing. Brave, committed and compassionate people, all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We have no shareholders to answer to; our customers are our sole focus. And we reinvest our profits into providing them with better healthcare, now and in the future.
What you'll be doing:
You’ll need to be able to empathise with customers and see things from their point of view, then compare what they’ve said to the evidence available to you. If we’ve done something wrong, you might need to apologise to a customer, pay a claim or offer some compensation – and you’ll be responsible for choosing the right option. Once you’ve finished investigating, you’ll speak to customers on the phone to deliver your resolution and follow up with a letter to confirm the details.
Key Skills / Qualifications needed for this role:
- You must have past experience of dealing with complaints and knowledge of the Ombudsman Services and industry regulators.
- You’ll be working in an FCA-regulated environment so past experience of handling complaints and providing great customer service is essential.
- Excellent communication skills – both verbal and written – are a must and these will be assessed as part of the interview process.
- You’ll also need good problem-solving skills, a keen eye for detail and the ability to analyse evidence objectively.
- You’ll manage your own workload, so you’ll need to be organised and able to prioritise your cases.
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:
- 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
- Annual performance-based bonus
- 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. That’s why we especially encourage applications from people with diverse backgrounds and experiences. 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.
Time Type: Full time
Job Area: Call Centre
Locations: Bupa Place, Staines - Willow House
Customer Relations Executive employer: Bupa
Bupa Mindplace in Dartford is an exceptional employer, offering a supportive work culture that prioritises employee wellbeing and professional development. With flexible shifts and a focus on delivering high-quality therapy, employees benefit from a dynamic environment that encourages growth and collaboration, making it an ideal place for those passionate about mental health care.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Executive
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bupa. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bupa before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Relations Executive
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bupa:Your cover letter is your chance to shine! Tell us why you want to work at Bupa specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bupa!
How to prepare for a job interview at Bupa
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
