Customer Escalation Specialist

Bupa; Brighton; Hybrid; GBP 26,000 - 31,000; Full time

Job summary

A leading health insurance provider is seeking a Customer Escalation Specialist to resolve customer complaints and enhance their experience. This hybrid role in Brighton requires excellent communication skills and experience in a regulated environment. The ideal candidate will demonstrate attention to detail and a commitment to customer satisfaction, with a focus on making a real difference every day. Competitive salary and benefits are offered.

Benefits

25 days holiday

Bupa health insurance

Enhanced pension plan

Onsite gyms or local discounts

Qualifications

• Passionate about helping people and solving problems.
• Strong analytical thinking required.
• Empathy and resilience are essential.

Responsibilities

• Resolve customer complaints across multiple channels.
• Investigate issues thoroughly to make informed decisions.
• Ensure all actions comply with regulatory standards.

Skills

Experience handling complaints in a regulated environment

Excellent communication skills

Strong attention to detail

Confidence in making decisions

Customer-first mindset

Ability to manage workload

Education

GCSEs in Maths and English (Grade C or above)

Job description

Job Description

Customer Escalation Specialist

Salary: From £26,400 (dependant on experience and location) + Excellent Benefits

Location status: Hybrid Working

Location: Brighton

Hours: Full time – 35hrs

Contract type: Permanent

We make health happen

At Bupa, we’re here to help people live longer, healthier, happier lives – and to make a better world. With no shareholders, we reinvest our profits into better healthcare. That means we can focus on what really matters: our customers and our people.

As a Customer Escalation Specialist, you’ll be at the heart of our mission. You’ll play a vital role in ensuring our customers feel heard, supported, and valued – especially when things haven’t gone to plan. This is your chance to make a real difference, every day.

Key Responsibilities

In this role, you’ll be the go-to person for resolving customer complaints and dissatisfaction across multiple channels – phone, email, web chat, and letter. You’ll:

• Take ownership of individual complaints, managing them from start to finish
• Investigate issues thoroughly and fairly, gathering all the facts to make informed decisions
• Communicate clearly and empathetically with customers, explaining outcomes and next steps
• Ensure all actions comply with regulatory standards, including FCA and TCF principles
• Record and analyse root causes to help us improve our service
• Collaborate with teams across Bupa Global to deliver consistent, fair outcomes
• Identify opportunities to enhance the customer experience and share your ideas
• Meet targets for quality, turnaround times, and customer satisfaction
  
  

What We’re Looking For

We’re looking for someone who’s passionate about helping people and solving problems. You’ll need:

• Experience handling complaints in a regulated environment (e.g. health insurance, banking, financial services)
• Excellent communication skills – written, verbal, and over the phone
• Strong attention to detail and analytical thinking
• Confidence in making decisions and taking ownership
• A customer-first mindset with empathy and resilience
• Ability to manage your own workload and adapt to change
• GCSEs (or equivalent) in Maths and English (Grade C or above)
• PC literacy and keyboard skills
  
  

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

• 25 days holiday, increasing through length of service, with option to buy or sell
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Onsite gyms or local discounts where no onsite gym available
• Various other benefits and online discounts
  
  

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.

We encourage all of our people to “Be you at Bupa”. We champion diversity and understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

If you require information regarding this role in an alternative format, please email: [e-mail]

Time Type

Full time

Job Area

Business Development

Locations:

Victory House, Brighton