Customer Engagement Advisor

Bupa; Kemp Town Estate; On-site; GBP 28,000 - 40,000; Full time

Job summary

Bupa Global is seeking a Customer Engagement Team Member to support members through renewal and policy changes, welcome new customers, and help retain members by understanding their needs and delivering excellent service.

Based in the UK with global coverage, you'll handle outbound calls, inbound queries and emails, maintain CRM records, and work to meet targets while providing trusted advice across time zones.

Qualifications

• Experience in sales/retentions essential.
• Excellent listening and questioning skills.
• Ability to advise and influence customer decisions.
• Self-motivated and target driven with strong planning.
• Geographical knowledge and time-zone awareness.
• Strong communication and interpersonal skills.

Responsibilities

• Call, email and inbound interactions to address member queries and retain/renew memberships.
• Assess member needs and adjust policies to fit requirements.
• Meet targets and quality metrics while delivering excellent service.
• Maintain and update CRM with accurate member information.
• Welcome new members and support their journey with Bupa Global.

Skills

Customer engagement

Sales and retention

Active listening

Questioning skills

CRM systems

Time zone awareness

Tools

CRM software

Job description

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
• 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

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., 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.