Call Centre - Customer Service Advisor

Bupa; Staines-upon-Thames; Hybrid; GBP 25,000 - 32,000; Full time

Job summary

A healthcare provider is seeking a Customer Service Advisor for their Contact Centre in Staines-upon-Thames. The role involves handling customer queries, authorizing treatments, and maintaining accurate records. Successful candidates will be organized and adaptable, with a strong focus on customer service. The position offers a hybrid working model and various health-related benefits, including access to medical services and a comprehensive wellbeing program.

Benefits

33 days holidays including Bank Holidays

Bespoke medical insurance package

Wagestream for early access to wages

Access to a global wellbeing program

Extensive L&D program

Qualifications

• Must be able to follow Financial Conduct Authority (FCA) regulations.
• Confidence in using a PC and multiple systems simultaneously.

Responsibilities

• Answer customer calls to support inquiries.
• Authorize or decline treatments based on company policy.
• Maintain customer database accurately.

Skills

Highly organised

Resilient

Attentive listener

Customer-focused

Adaptable to change

Confident with processes

PC proficiency

Job description

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Call Centre - Customer Service Advisor, Staines-upon-Thames

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Client:

Bupa

Location:

Staines-upon-Thames, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

900937517374

Job Views:

6

Posted:

12.08.2025

Expiry Date:

26.09.2025

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Job Description:

Job Description:

Customer Service Advisor – Contact Centre

Opportunity to increase to £31,150 in first 18 months dependent on individual performance

Permanent - Full time 37.5 hours per week

Monday to Friday 8am - 8pm and Saturday 8am - 4pm

Your shifts will be on rotation within our operating hours, including one Saturday a month.

First 15 weeks

Four days on site at Willow House (Staines) and one day working from home*

You’ll start speaking with customers from week 5 of training

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*

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’ll 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 benefit from hybrid working, 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 enquires

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

Our benefits are designed to make health happen for our people. Viva is our globalwellbeingprogrammeand 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 & Leave.

Extensive L&D program 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 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.