Call Centre - Customer Service Advisor

Bupa; Greater Manchester; Hybrid; GBP 26,000; Full time

Job summary

An established industry player seeks a dedicated Customer Service Advisor to join their Contact Centre team. In this hybrid role, you will be the compassionate voice for customers, guiding them through their health insurance inquiries. Your ability to listen attentively and make confident decisions will ensure that customers receive the best care. With a focus on both personal and professional growth, this position offers an opportunity to thrive in a supportive environment that values diversity and well-being. If you are passionate about helping others and making a difference, this role is perfect for you.

Benefits

25 days holidays + Bank Holidays

Bupa Staff Health Trust

Wagestream

Pensions / Life Insurance

Parental Leave

Extensive L&D program

Free health assessments

Emotional Wellbeing online

Match Funding for charity

Qualifications

• Highly organized and resilient with strong customer service skills.
• Ability to follow processes and regulations effectively.

Responsibilities

• Answering customer calls and providing support for inquiries.
• Authorizing or declining treatments based on company policy.

Skills

Customer Service Skills

Organizational Skills

Listening Skills

Adaptability

Confidence in Decision Making

Tools

PC

Multiple Systems

Job description

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Call Centre - Customer Service Advisor

Apply remote type Hybrid (work from home / office) locations Salford Quays time type Full time posted on Posted 4 Days Ago job requisition id R1182783

Customer Service Advisor – Contact Centre - Salford Quays (M50 3SP)

£25,450 basic salary

Hybrid (2 days office based per week)

Permanent - Full time 37.5 hours per week

Our Contact Centre operates:

Monday to Friday 8am to 8pm

Saturday 8am to 4pm

We make health happen

As a Customer Service Advisor in our Contact Centre you’ll be the voice of Bupa for our customers. Whether a customer is calling about a sprained ankle or a life-threatening illness, we treat them with the same level of care and compassion. You’ll guide them through the process to see if they are covered by their Bupa health insurance policy, and you will need to be confident and comfortable declining treatment requests.

To be successful in this role you’ll need to be:

• Highly organised and resilient
• An attentive listener
• Focused on putting customers first
• Confident building internal networks both with your work friends and wider business
• Adapt well to change
• Able to follow process and Financial Conduct Authority (FCA) regulations
• Confidence using a PC and the ability to use multiple systems at the same time
• To work from home, you will need to have a private and quiet work space with a wired internet connection (using an ethernet cable)

How you’ll help make health happen:

• Answering a variety of calls to help support our customer enquiries
• Authorising or declining treatments in line with company policy, this role may not always be easy
• Not every treatment being requested is covered on the customer's policy, and you need to be confident and comfortable declining treatment requests
• Accurately maintain our customer database, ensuring all conversations and outcomes are recorded

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.

You can enjoy the following benefits and more:

• Holidays - 25 days + Bank Holidays with the option to buy or sell some of your annual leave entitlement (subject to NMW requirements)
• Bupa Staff Health Trust - You will have access to our bespoke healthcare cover that provides medical insurance for you and your family
• Wagestream - Have early access up to 40% of your earned wages within minutes (subject to eligibility criteria)
• Pensions / Life Insurance - Join one of our Bupa pension plans up to 12%
• Parental Leave - We have schemes for adoption, birth parents and co-parents
• Extensive L&D program including internal development and access to apprenticeships
• Free health assessments every 2 years to support both body and mind
• Emotional Wellbeing online - Variety of self-guided programmes provided by SilverCloud Health to help you manage money worries, stress, sleep, and more.
• Match Funding - We offer match funding up to £250 per employee per year when you fundraise for a registered charity that supports health and wellbeing.

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.

If you require information regarding this role in an alternative format, please email: [e-mail]

*During our recruitment process if you are suspected of using AI at any point your application will automatically be declined*

About Us

Be at the heart of helping people live longer healthier, happier lives and making a better world. We employ more than 80,000 people globally who are making this a reality. If you've got the belief, the drive and the talent to help us in our ambition then we’d like to hear from you. Wherever you work, one thing stands out about Bupa people. Our customers are our passion – they’re at the heart of our positively different culture of care. At Bupa you’ll be challenged, you’ll be encouraged to innovate, and collaborate with colleagues who are committed to delivering exceptional experiences. We trust, respect and consider everyone, knowing your difference will make the difference.

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