Call Centre - Customer Service Advisor

Bupa; Salford; Hybrid; GBP 24,000 - 28,000; Full time

Job summary

Join an innovative health insurer as a Customer Service Advisor, where you'll be the voice of the company, assisting customers with their health inquiries. This role requires a compassionate approach, as you'll guide customers through their health insurance processes, authorizing or declining treatments based on policy coverage. Enjoy a supportive hybrid work environment with flexible hours, comprehensive benefits, and a commitment to your wellbeing. This is an exciting opportunity to make a real difference in people's lives while developing your career in a dynamic and diverse workplace.

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 support

Match Funding for charity fundraising

Qualifications

• Ability to handle customer inquiries with care and compassion.
• Confident in authorizing or declining treatment requests.

Responsibilities

• Answering customer calls and managing inquiries.
• Maintaining accurate customer database records.

Skills

Organisational Skills

Resilience

Listening Skills

Customer Focus

Adaptability

Confidence in Declining Requests

PC Proficiency

Job description

Job Description:

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

£24,200 basic salary

Potential to increase up to £27,300 in 18 months, dependant on individual performance.

Hybrid (2 days office based per week)

Flexible shift pattern available condensing your full-time hours into a 4 day working week (non-working days will vary) once your training is complete

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, 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 customers 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]