Customer Service Consultant in Brighton

Victory House, Brighton, BN1 4FY

Permanent, Full Time (35 hours per week)

Monday - Friday Shifts between 8.00am - 5.00pm (8-4 / 8.30-4.30 / 9-5)

Salary: £25,000 plus £500 payment on completion of probationary period

Start Date - 13th April

This role is office based with hybrid working options available after training. Training will be for eight weeks and attendance at the office will be required every day. After training, you will benefit from hybrid working with one day per week in the office.

This role is part of Bupa Global, 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.

We make health happen.

Responsibilities

• Ensuring an exceptional customer experience for our UK and international customers by swiftly and accurately responding to and resolving all customer requests and queries. Customer contact will be across all communication channels (phone/email) predominantly phone.
• Resolve all customer queries to the customer's complete satisfaction without the need to refer the customer on.
• Handle complex and challenging situations from all customer groups – individual and corporate.
• Support customer enquiries through both inbound and outbound calls, ensuring each customer has a great experience whether it’s the first call of the day or the last.
• Pre-authorise or decline treatment in line with Bupa policy coverage. Signpost platinum providers and book appointments for members using our care pathways framework, responding with empathy at all times.
• Accurately maintain our customer database, ensuring all conversations and outcomes are recorded.
• Maintain high professional standards at all times and abide by all regulatory requirements.

Key Skills / Qualifications

• Background in the global health insurance market, or relevant transferable skills and knowledge from other industries such as Life Insurance, Retail, Commercial or Investment Banking and Wealth Management.
• Previous experience of working within a contact centre setting would be beneficial.
• A track record of achieving and exceeding productivity and quality targets.
• Highly customer focussed.
• Excellent interpersonal, communication and influencing skills with emphasis on achieving results and successful outcomes.

Please note this role is not eligible for sponsorship under current Home Office rules.

Benefits

• 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. That’s why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We are committed to ensuring you are treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.

If you require information regarding this role in an alternative format, please email: careers@bupa.com

Locations: Victory House, Brighton