Customer Service Advisor

Jobtailor; Salford; Hybrid; GBP 21,000 - 28,000; Full time

Job summary

Bupa is seeking a customer service professional to handle inquiries in a busy UK contact centre. You will interpret what is covered by health insurance, explain options to customers, and ensure accurate record-keeping and compliant outcomes.

The role starts with a 15-week training on-site at Bupa Place, moving to hybrid work up to three days per week. You will work rotating shifts, benched by FCA policies and data systems familiarity.

Qualifications

• Must be highly organised and resilient.
• Adept at attentive listening and putting customers first.
• Confident in following processes and FCA regulations.

Responsibilities

• Answer a variety of calls supporting customer enquiries.
• Help customers understand what is covered by their Bupa health insurance policy.
• Decline treatment requests confidently and empathetically when not covered.
• Keep customer records up to date.
• Communicate clearly with customers in a fast-paced contact centre.
• Navigate multiple systems during live conversations.
• Follow policy, processes and FCA regulations to ensure correct outcomes.
• Complete initial training and attend on-site four days per week, then hybrid up to three days from home.

Skills

Attentive listening

Resilience

Relationship building

Adaptability

Calm under pressure

PC proficiency

Data entry

System navigation

Call handling

Record keeping

Customer service

Job description

• Answer a variety of calls supporting customer enquiries
• Help customers understand what is covered by their Bupa health insurance policy
• Decline treatment requests confidently and empathetically when treatment is not covered
• Keep customer records up to date
• Communicate clearly and calmly with customers in a fast-paced contact centre
• Follow policy, processes and FCA regulations to ensure customers receive the right outcome
• Navigate multiple systems during live, real-time customer conversations
• Participate in a call simulation, pre-recorded video interview and final competency/customer conversation exercise
• Complete initial 15-week training with four days per week on site at Bupa Place and one day working from home
• Work hybrid after training, up to three days per week from home

Requirements

• Highly organised and resilient
• Attentive listener
• Focused on putting customers first
• Able to build relationships with team members and colleagues across the business
• Able to adapt well to change
• Able to follow process and Financial Conduct Authority (FCA) regulations
• Confident using a PC and multiple systems simultaneously
• Comfortable working in a busy office environment alongside colleagues
• Able to communicate clearly with customers via live audio calls while wearing a headset
• Able to read and enter information into Bupa's core systems without screen reader software
• Able to navigate multiple systems while listening, typing, speaking and reading during live conversations
• Able to remain calm when handling ambiguous customer questions
• Must be able to work rotating shifts Monday to Friday 8am-8pm and Saturday 8am-4pm, including one Saturday per month
• Must have a private, quiet home workspace with wired internet connection for hybrid working
• Not eligible for Home Office visa sponsorship

Core Competencies

Demonstrates strong customer service skills by effectively answering inquiries and providing clear communication while adhering to FCA regulations. Capable of navigating multiple systems and maintaining accurate customer records in a fast-paced environment.

Highest-signal resume keywords

• Customer Service
• FCA Regulations Compliance
• Multi-System Navigation
• Clear Communication
• Organizational Skills

Hard Skills

• PC Proficiency
• System Navigation
• Record Keeping
• Call Handling
• Data Entry

Soft Skills

• Attentive Listening
• Resilience
• Relationship Building
• Adaptability
• Calm Under Pressure

Industry Keywords

• Bupa Health Insurance
• Contact Centre
• Customer Enquiries
• Treatment Requests
• Hybrid Working