Call Centre - Customer Service Advisor

BUPA Care Homes (CFCHomes); Salford; Hybrid; GBP 27,000 - 31,000; Full time

Benefits offered by this job

33 days holiday incl. bank holidays

Viva wellbeing programme

Private workspace and hybrid working

Wagestream early wage access

Pension plan options

Job summary

BUPA Care Homes (CFCHomes) is hiring a Customer Service Advisor for our Salford Quays contact centre. The role involves guiding customers through policy coverage, with the possibility to decline non-covered treatments, all while maintaining empathy and care.

Training begins on-site with blended home-working after 14 weeks (3 days on site, 2 from home). The position offers a 37.5-hour week, with hybrid working and ongoing development within a supportive team environment.

Qualifications

• Excellent organisational skills and resilience.
• Attentive listening and empathy.
• Customer-first mindset.
• Ability to build relationships across the business.
• Adaptability to change.
• Ability to follow FCA regulations.
• Comfort with using a PC and multiple systems.
• Comfortable in a busy office environment.

Responsibilities

• Answer a variety of calls to support customer inquiries.
• Explain what is covered by policy and, when needed, decline treatment requests with empathy.
• Ensure accuracy of records in Bupa systems.
• Maintain up-to-date information across core systems.
• Navigate policy changes to ensure customers receive the right outcome.

Skills

Highly organised

Attentive listener

Customer first

Relationship building

Adaptability

FCA regulations

PC proficiency

Multi-system navigation

Job description

Job Description: Call Centre - Customer Service Advisor

Salford Quays (M50 3SP)

£26,700 basic salary

Opportunity to increase to £31,250 in first 18 months*

Permanent - Full time 37.5 hours per week

We make health happen

As a Customer Service Advisor in our Contact Centre, you'll be the friendly voice that helps our customers when they need us most - whether it's something small or something serious, we're here to make sure they feel cared for.

You'll guide them through the process to see if they are covered by their Bupa health insurance policy, you'll need to be confident and comfortable declining treatment requests.

How you'll help make health happen:

• Answering a variety of calls to help support our customer enquires
• You'll help customers understand what's covered by their policy - and sometimes that means saying no, but always with empathy and care
• Not every treatment being requested is covered on the customers policy and you need to be confident and comfortable declining treatment requests
• Keep our records up to date so we can give customers the best support

Key skills we're looking for:

• Highly organised and resilient
• An attentive listener
• Focused on putting customers first
• Happy to build great relationships with your team and colleagues across the business
• Able to adapt well to change
• Able to follow process and Financial Conduct Authority (FCA) regulations
• Confident using a PC and the ability to use multiple systems at the same time
• Comfortable working in a busy office environment alongside colleagues

There are some tasks that are essential to the performance of the role:

• Communicating clearly with customers via live audio calls in a fast-paced environment while wearing a headset.
• Reading and entering information into Bupa's core systems without the assistance of screen reader software.
• Navigating multiple systems while listening to customers - typing, speaking, and reading information from Bupa's core systems during live, real-time conversations.
• Confidently and calmly navigating changes to policy and processes to ensure customers receive the right outcome.
• Remaining calm when dealing with a variety of questions from customers, where there may be ambiguity and the answer may not be immediately apparent.

Key information - Please read before applying:

• This role is not eligible for Home Office visa sponsorship.
• Our Contact Centre operates: Monday to Friday 8am - 8pm and Saturday 8am - 4pm. Your shifts will be on rotation within our operating hours, including one Saturday a month.
• During your first 14 weeks you will spend three days on site at Bupa Place (Salford Quays) and two days working from home. To ensure you get the most out of your training, annual leave is not available during this time. After you have completed training, you can work from home up to three days a week. To benefit from hybrid working, you'll need to have a private and quiet workspace, which is free from interruption, with a wired internet connection (using an ethernet cable)
• The recruitment process consists of a call simulation, a pre-recorded video interview and a final stage competency / customer conversation exercise based interview which is conducted via Teams.

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 - 33 days including Bank Holidays - Our inclusive bank holiday approach means that you can swap up to a maximum of four of these bank/public holidays for other days of significance within the same annual leave period.
• Primary care service - Quick, easy access to support, advice, and treatment for a variety of health-related issues, including remote GP, physiotherapy, and mental health support. Alongside the service, you'll have an annual allowance up to £350 which you can redeem against a menu of Bupa healthcare products.
• Every two years, permanent employees are offered a free health assessment.
• You can opt-in our bespoke medical insurance benefits package - This provides healthcare cover to eligible employees and their families.
• Wagestream - Have early access up to 40% of your earned wages within minutes.
• As an employee of Bupa, you may be eligible to join one of our Bupa pension plans. If you choose not to (or you're not eligible to) join a Bupa pension plan, you may be automatically enrolled into our workplace pension scheme with NEST.
• My Bupa Extras (Provided by Reward Gateway) is our one-stop shop for a huge choice of exclusive discounts and cashback deals on everything from food and groceries to home and garden, entertainment and days out, travel, and even utilities.
• Parental Leave - We offer a range of adoption, birth parent and co-parenting support for Pay & Lea