Customer Engagement Advisor

Remote Worker LTD.; Brighton; Hybrid; GBP 26,000 - 31,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Bupa Global is seeking a Customer Engagement Advisor to support members through renewal, policy changes and ongoing service. The role involves handling outbound and inbound calls and emails, resolving queries, and delivering tailored recommendations to meet member needs.

You will contribute to a high-quality customer experience, work on policy updates, and support ongoing growth while benefiting from a hybrid working model.

Qualifications

• Proven sales/retentions experience is essential for this role.
• Excellent listening and questioning skills to identify member information.
• Ability to advise and influence based on gathered information.
• Strong decision making, planning and organisational skills.

Responsibilities

• Handle outbound/inbound calls and emails to retain and renew memberships.
• Assess member needs and adjust policies where appropriate using sales skills.
• Meet set targets and quality measures to ensure a positive customer experience.
• Take ownership of member contact and provide quotations or answers as needed.
• Identify opportunities to deliver value and improve the member experience.
• Maintain CRM data accuracy and update records accordingly.

Skills

Sales/retentions

Active listening

Questioning skills

Advising & influencing

Decision making

Planning & organisation

Time zone awareness

Communication

Job description

Customer Engagement Advisor

Location: Brighton

Permanent, Full Time (35 hours per week)

Monday - Friday Shift pattern working between 8-5

Salary: From £28,400 plus sales incentive plan bonus

Hybrid working

Grade B13

We make health happen

At Bupa, our purpose is helping people live longer, healthier, happier lives and making a better world. As a healthcare company with no shareholders, we reinvest our profits into providing more and better healthcare for our customers.

As a Customer Engagement Team Member, you'll play an important role in supporting our members throughout their journey with Bupa Global. You'll speak with existing customers approaching renewal, support members with policy changes, welcome new customers and help retain members by understanding their needs and delivering excellent service.

This is a fantastic opportunity for someone who enjoys building relationships, solving problems and making a real difference to customer experiences. Every interaction matters, and you'll have the opportunity to help customers find solutions that best meet their needs while supporting the continued growth and success of Bupa Global.

Key Responsibilities

The team are responsible for policy changes such as USA upgrades and addition of dependants, which can happen mid-term or at renewal.

The team also takes responsibility for welcoming new members to Bupa Global, as well as mid-term check in calls. Communication with members can be via phone or email.

• Working from outbound call lists, inbound calls and email communications to address member queries with the goal of retaining and renewing the individual's membership
• Using existing sales and negotiation skills to correctly assess the members’ needs, making changes to policies where appropriate
• Working towards pre-set targets and quality measures to ensure an excellent customer experience for all member interactions
• Taking full ownership for all member contact and recommend any appropriate options, from providing quotations to answering queries
• Ensuring that every opportunity to fully deliver to the member is identified and taken
• Accurately maintaining and updating all CRM systems, ensuring quality of information throughout

What We're Looking For

We're looking for a customer-focused individual who enjoys communicating with people, building trust and delivering positive outcomes.

• Proven sales/retentions experience is essential for this role
• Excellent listening and questioning skills to ensure all member information is identified
• Ability to advise and influence- listens and considers information leading to the application of sound business advice
• Decision making ability
• Self-motivated and target driven, with excellent planning and organisational skills
• To have a good geographical knowledge and appreciation of differing time zones
• Strong communication and interpersonal skills

Why Bupa?

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.

Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

Time Type: Full time

Job Area: Administration

Locations: Victory House, Brighton