Client Services Officer

Bupa UK; Greater London; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

25 days holiday

Bupa health insurance

Enhanced pension scheme

Life assurance

Viva wellbeing

Gym discounts

Retail, travel & leisure discounts

Learning & development opportunities

Job summary

Bupa UK is seeking a Client Services Officer at Cromwell Hospital with hybrid working (2 days in office, 3 at home). The role manages a high volume of calls from patients and clinicians, delivering a professional, empathetic service and ensuring accurate information handling.

The successful candidate will have experience in a busy contact centre, strong communication skills, and the ability to multitask under pressure while maintaining confidentiality.

Qualifications

• Experience in a busy contact centre or customer service role.
• Excellent verbal and written communication skills.
• Strong attention to detail and accuracy.
• Ability to multitask and prioritise in a fast-paced environment.
• Confident handling sensitive information with discretion.

Responsibilities

• Answer and manage a high volume of incoming calls from patients, families, clinicians and members of the public.
• Deliver an exceptional customer experience through professional, compassionate and efficient communication.
• Route and transfer calls accurately across hospital departments and services.
• Handle enquiries promptly while ensuring information is recorded accurately.
• Log and report communication or telephony issues to the IT teams.
• Follow policies when managing complaints or concerns.
• Maintain confidentiality and data protection standards.
• Work with colleagues to meet service levels and quality standards.
• Contribute to continuous improvement initiatives to enhance patient experience.

Skills

Call handling

Customer service

Telephone etiquette

Multitasking

Data accuracy

Confidentiality

Team collaboration

Tools

CRM systems

MS Office

Job description

Client Services Officer

Job Description

Client Services Officer

Location: Cromwell Hospital - Hybrid Working (2 days office based / 3 days home based)

Hours: Full Time, Permanent

Shift Pattern: Rotating shifts between 8:00am and 8:00pm, Monday to Saturday (Saturday working approximately 1 in every 4 weeks)

Salary: £25,000 per annum + Excellent Benefits

We Make Health Happen

We're looking for a highly organised and customer-focused Contact Centre Advisor to join our busy team. This is a fast-paced, telephony-based role where you'll be the first point of contact for patients, clinicians, visitors and colleagues, providing a professional and efficient service at all times.

Working within a supportive contact centre environment, you'll be responsible for managing a high volume of inbound calls, handling enquiries accurately and ensuring every interaction contributes to an outstanding patient experience.

You'll have excellent communication skills, strong attention to detail and the ability to remain calm and professional when working under pressure.

This is a hybrid role, with colleagues working 2 days per week in the office and 3 days from home following successful completion of training.

What You'll Do

• Answer and manage a high volume of incoming calls from patients, families, clinicians and members of the public.
• Deliver an exceptional customer experience through professional, compassionate and efficient communication.
• Route and transfer calls accurately across hospital departments and services.
• Handle enquiries promptly while ensuring information is recorded accurately.
• Log and report communication or telephony issues to the appropriate IT teams.
• Follow established policies and procedures when managing complaints or concerns.
• Maintain strict confidentiality and data protection standards at all times.
• Work collaboratively with colleagues to ensure service levels and quality standards are consistently achieved.
• Contribute to continuous improvement initiatives focused on enhancing the patient experience.

What You'll Bring

• Previous experience working in a busy contact centre, customer service or telephony-based environment.
• Excellent verbal and written communication skills.
• Outstanding customer service skills with a genuine desire to help others.
• Exceptional attention to detail and accuracy.
• Ability to multitask and prioritise workloads in a fast-paced setting.
• Confidence working under pressure while maintaining professionalism.
• Strong organisational and administrative skills.
• Experience using multiple systems and databases simultaneously.
• A proactive approach with the confidence to make informed decisions within agreed guidelines.
• A positive team-focused attitude with the flexibility to support colleagues when needed.

Benefits

Our benefits are designed to make health happen for our people. Viva, our global wellbeing programme, supports every aspect of wellbeing, including mental, physical, financial, social, and environmental health.

You’ll Enjoy a Range Of Benefits, Including

• Equivalent of 25 days holiday, increasing with length of service.
• Option to buy and sell annual leave.
• Bupa health insurance as a benefit in kind.
• Enhanced company pension scheme.
• Life assurance.
• Access to Viva wellbeing initiatives and support programmes.
• Gym discounts and fitness partnerships.
• Retail, travel, and leisure discounts.
• Access to a range of learning and development opportunities.

Why Bupa?

We're a healthcare company with no shareholders, which means our customers are at the heart of everything we do. Our people are united by a shared purpose: helping people live longer, healthier, happier lives while making a better world.

We make health happen by being brave, caring, and responsible in everything we do.

We encourage all our colleagues to Be You at Bupa.

We champion diversity and believe our workforce should reflect the communities and customers we serve.

That's why we actively encourage applications from people of all backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer.

We aim to offer an interview or assessment to every disabled applicant who meets the minimum criteria for the role.

We'll ensure you are treated fairly throughout the recruitment process and will make reasonable adjustments wherever needed.

Time Type

Full time

Job Area

Administration

Locations: Cromwell HSK