Call Centre - Customer Service Advisor

Bupa; Staines-upon-Thames; On-site; GBP 27,000 - 32,000; Full time

Job summary

A leading health insurer is seeking a Customer Service Advisor in Staines. The role involves assisting customers with health insurance queries and requires strong organizational and listening skills. The position offers a competitive salary with potential increases based on performance, along with extensive benefits including holiday options and health support.

Benefits

33 days holiday

Access to primary care services

Annual £350 health allowance

Bi-annual free health assessments

Optional medical insurance

Wagestream for early wage access

Pension schemes

Exclusive discounts via My Bupa Extras

Parental leave and adoption support

Extensive learning and development opportunities

Qualifications

• Experience in customer service and health insurance queries preferred.

Responsibilities

• Responding to customer calls and support inquiries.
• Authorizing or declining treatments per policy.
• Maintaining accurate customer records.

Skills

Highly organized

Attentive listening

Customer-focused attitude

Adaptability to change

Knowledge of FCA regulations

Job description

Job Description

Customer Service Advisor – Contact Centre

Location: Staines (TW18 3DZ)

Salary: £27,100 basic, with potential to increase to £31,150 in the first 18 months based on performance

Type: Permanent, Full-time (37.5 hours/week)

Operating Hours: Monday to Friday 8am - 8pm, Saturday 8am - 4pm

Shifts will be rotating within these hours, including one Saturday per month.

Training Period (First 15 weeks):

• Four days on-site at Willow House (Staines) and one day working from home*
• Customer interactions begin from week 5 of training
• Annual leave is not available during training to maximize learning
• Post-training, you may work from home up to three days a week*

Role Overview:

As a Customer Service Advisor, you'll represent Bupa, assisting customers with health insurance queries, including coverage details and treatment approvals. Confidence and compassion are key, especially when declining treatment requests.

Key Skills Required:

• Highly organized and resilient
• Attentive listening skills
• Customer-focused attitude
• Ability to build internal networks
• Adaptability to change
• Knowledge of process adherence and FCA regulations
• Proficiency with PCs and multiple systems
• For hybrid working, a private workspace with wired internet connection is necessary

Responsibilities:

• Responding to customer calls and support inquiries
• Authorizing or declining treatments per policy, which may be challenging
• Maintaining accurate customer records of interactions and outcomes

Benefits:

Our wellbeing program, Viva, supports mental, physical, financial, social, and environmental health, including:

• 33 days holiday (including Bank Holidays), with options to swap up to four holidays
• Access to primary care services, mental health support, and an annual £350 health allowance
• Bi-annual free health assessments
• Optional medical insurance for employees and families
• Wagestream for early wage access
• Participation in pension schemes or NEST enrollment
• Exclusive discounts via My Bupa Extras
• Parental leave and adoption support
• Extensive learning and development opportunities

Why Choose Bupa?

We are a customer-centric health insurer and provider, committed to helping people live healthier lives. We value diversity and are an inclusive employer, encouraging applications from all backgrounds. Bupa is a Level 2 Disability Confident Employer, ensuring fair treatment and reasonable adjustments during recruitment.

For alternative format information or inquiries, email: [e-mail]

*Note: Use of AI during recruitment may result in disqualification.

Additional Details:

• Time Type: Full time
• Job Area: Call Centre
• Location: Staines - Willow House