Customer Service Consultant

Bupa; Brighton; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

25 days holiday

Private health insurance

Enhanced pension

Onsite gyms or discounts

Online discounts

Job summary

Bupa is hiring a Customer Service Consultant at Victory House, Brighton. This permanent, full-time role (35 hours per week) operates Monday–Friday with 8:00am–5:00pm shifts; training is 8 weeks office-based, after which hybrid work is possible with at least two days in the office.

You will handle UK and international customer enquiries mainly by phone, pre-authorise or decline treatment per policy, maintain records and uphold regulatory standards.

Qualifications

• Customer service experience required.
• Ability to handle emotive queries with empathy.
• Able to navigate internal systems while speaking with customers.
• Proven track record of meeting productivity and quality targets.

Responsibilities

• Respond to UK/international customer enquiries predominantly by phone and resolve queries.
• Pre-authorise or decline treatment in line with policy and book appointments when appropriate.
• Maintain accurate customer records and ensure complete documentation of interactions.
• Uphold professional standards and comply with regulatory requirements.

Skills

Customer service experience

Empathy

Tech literacy

Productivity targets

Job description

Job Description:

Customer Service Consultant

Victory House, Brighton, BN1 4FY

Permanent, Full Time (35 hours per week)

Monday - Friday Shifts between 8.00am - 5.00pm (8-4 / 8.30-4.30 / 9-5)

Salary: £26,400 plus £500 salary uplift on successful completion of probation.

This role is office-based, with hybrid working available after training.

An initial 8 week training period requires mandatory full-time office attendance. Once training is complete and competence achieved, you'll have the option to work on a hybrid basis with minimum two days per week in the office.

We make health happen.

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.

You'll help us make health happen by:

Ensuring an exceptional customer experience for our UK and international customers by swiftly and accurately responding to and resolving all customer requests and queries predominantly via phone.

This is a diverse and skilled customer facing role where you will be responsible for resolving all customer queries to the customer's complete satisfaction without the need to refer the customer on. This will include resolving complex, emotive and challenging situations from all customer groups - individual and corporate.

• Supporting customer enquiries through both inbound and outbound calls, ensuring each customer has a great experience whether it's the first call of the day or the last.

• Pre-authorise or decline treatment in line with Bupa policy coverage. Signpost platinum providers and book appointments for members using our care pathways framework, responding with empathy at all times.

• Accurately maintain our customer database, ensuring all conversations and outcomes are recorded.

• Maintain high professional standards at all times and abide by all regulatory requirements.

Key Skills / Experience required:

• Customer Service experience with excellent interpersonal, communication and influencing skills and focus on achieving successful outcomes.
• Ability to manage emotive, complex or difficult customer queries with empathy.
• Ability to utilise and navigate technology and internal systems accurately and effectively whilst speaking to customers.
• A track record of achieving and exceeding productivity and quality targets.

• Previous experience of working within a contact centre setting or background in the health insurance market would be beneficial however transferable skills from retail or other relevant sectors considered.

Please note this role is not eligible for sponsorship under current Home Office rules.

Advert will close once sufficient application numbers are received.

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.

Joining Bupa in this role you will receive the following benefits and more:

• 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 we 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 takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We are committed to ensuring you are treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.

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

Time Type:

Full time

Job Area:

Delivery and Operations

Locations:

Victory House, Brighton