Customer Service Advisor

Richmond Villages; Salford; On-site; GBP 25,000 - 30,000; Full time

Job summary

A healthcare service provider in Salford is seeking a Customer Service Advisor to be the first point of contact for customers. You will handle enquiries related to Bupa health insurance, ensuring customers understand their policies while adhering to guidelines. This full-time role offers a salary starting at £25,450 with opportunities for growth. Candidates should demonstrate strong organizational skills and an ability to work effectively in a dynamic environment. Comprehensive benefits, including annual leave and healthcare discounts, are provided.

Benefits

33 days annual leave

Bupa healthcare products allowance

Health assessment every two years

Discounts and cashback on products

Parental Leave support

Learning and development programs

Qualifications

• Comfortable in a busy office environment.
• Able to navigate multiple systems effectively.
• Experience handling customer queries effectively.

Responsibilities

• Answer calls to support customer enquiries.
• Explain what is covered by health insurance policies.
• Update records to support customer service.

Skills

Highly organised

Resilient

Attentive listener

Customer-focused

Relationship building

Adaptability

Process adherence

PC proficiency

Job description

Job Description

Call Centre - Customer Service Advisor

Salford Quays (M50 3SP)

£25,450 basic salary, opportunity to increase to £29,750 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, and you will be confident and comfortable declining treatment requests.

How You'll Help Make Health Happen

• Answer a variety of calls to support customer enquiries
• Help customers understand what is covered by their policy – sometimes that means saying no, but always with empathy and care
• Be confident and comfortable declining treatment requests that are not covered
• Keep our records up to date to 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

Essential Tasks

• Communicate clearly with customers via live audio calls in a fast‑paced environment while wearing a headset
• Read and enter information into Bupa's core systems without screen reader software
• Navigate multiple systems while listening to customers – typing, speaking, and reading information during live, real‑time conversations
• Confidently and calmly navigate changes to policy and processes to ensure customers receive the right outcome
• Remain calm when dealing with a variety of questions, where answers may not be immediately apparent

Key Information – Please Read Before Applying

• This role is not eligible for Home Office visa sponsorship
• Operating hours: Monday to Friday 8am‑8pm, Saturday 8am‑4pm. Shifts will rotate within these hours, including one Saturday a month
• During the first 15 weeks you’ll spend four days on site at Bupa Place and one day working from home. Annual leave is not available during this time. After training you can work from home up to three days a week, provided you have a private, quiet workspace with wired internet
• The recruitment process includes a call simulation, a pre‑recorded video interview and a final competency / scenario‑based interview via Teams. Please complete the process yourself – if we suspect AI has been used, we won’t be able to progress your application

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme covering mental, physical, financial, social and environmental wellbeing.

You Can Enjoy The Following Benefits And More

• Holidays – 33 days including Bank Holidays, with a flexible bank‑holiday approach allowing up to four to be swapped
• Primary care service – quick, easy access to support, advice and treatment, including remote GP, physiotherapy and mental health support; plus an annual allowance up to £350 for Bupa healthcare products
• Every two years, permanent employees receive a free health assessment
• Bespoke medical insurance benefits package for eligible employees and families
• Wagestream – early access to up to 40% of earned wages within minutes
• Eligibility for Bupa pension plans; if not chosen, automatic enrolment into a NEST workplace pension scheme
• My Bupa Extras – a one‑stop shop for discounts and cashback on a wide range of products and activities
• Parental Leave – adoption, birth parent and co‑parenting support for pay and leave
• Extensive L&D programme, including internal development and access to apprenticeships

Why Bupa?

We're a health insurer and provider with no shareholders; our customers are our focus. Our people share a 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 our people to “Be you at Bupa”, champion diversity, and understand the importance of representing the communities we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.

We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them. We also seek to understand how we can implement reasonable adjustments for disabled applicants to perform essential tasks of this role.

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

Time Type

Full time

Job Area

Call Centre

Locations

Bupa Place