customer service officer

Bupa; Claypole; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Annual leave accrual

Staff canteen and coffee shop

Discounts on Bupa products

NEST government pension scheme

Job summary

Bupa is hiring a Customer Service Officer for the High Street Kensington Office in London. The role is hybrid after probation, with training in the office.

It is a full-time bank contract (37.5 hours/week) within the UK support functions, focusing on delivering exceptional patient care and service. Responsibilities include handling calls and emails, guiding patients, and promoting Bupa Cromwell hospital services, while building strong internal relationships and maintaining patient records.

Qualifications

• Experience in calls and email handling within a contact centre / sales environment.
• Proven sales and customer service skills from healthcare/insurance/financial services.
• Accuracy and attention to detail with excellent written and verbal communication.
• Competent in MS Office including Word and Excel.

Responsibilities

• Ensure qualitative delivery of service to patients.
• Become the primary point of contact for patients, clinicians and support teams.
• Deliver service against core standard operating models.
• Build strong relationships with patients; promote Bupa Cromwell hospital services.
• Develop internal relationships with hospital teams.
• Manage calls, emails, chat and fax enquiries.
• Update and maintain patient records in bespoke systems.
• Participate in ideas generation and sales initiatives.
• Demonstrate decision making and effective relationship management.

Skills

Customer service

Sales experience

Call center

Email handling

Relationship management

MS Office (Word & Excel)

Tools

MS Office

Job description

Customer Service Officer High Street Kensington Office, London W8 5ED Hybrid Working (Offered after probation and training will be given in the office) Bank Contract, Full Time - 37.5 hrs a week (Our shifts run between the hours of 8am and 8pm, Monday - Friday with Saturdays 8am to 2pm on a rotational basis) We make health happen. Working in our UK support functions you'll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care. No matter your role, you'll have an opportunity to do work that matters. Making a difference to the lives of our customers each day. The role of the customer service officer is to provide an excellent and qualitative service to existing and prospective patients. You will personalise the service you provide by understanding the reasons for seeking treatment to validating their suitability for such treatment. You will promote the benefits of Bupa Cromwell hospital's products and services by assuring patients that they are in the hands of the most capable in the private healthcare industry. The role includes a high level of telephone and email communication dealing with both incoming and outgoing calls and emails. You'll help us make health happen by:

• To always ensure the qualitative delivery of service to patients.
• To become the primary point of contact for patients, clinicians, and support teams.
• Ensure the delivery of service against core standard operating models
• Build strong working relationship with patients and promote the services of Bupa Cromwell hospital.
• Develop strong internal relationships with other teams in the hospital including general business support.
• Effectively manage calls, emails, chat, and fax enquiries.
• Update and maintain patient records in bespoke systems.
  Proven sales and customer service skills from within the healthcare/insurance/financial services industry.
• Accuracy and attention to detail including excellent written and verbal communication skills.
• Participation in ideas generation and sales initiatives.
• Decision making skills.
• Strong background in effective relationship management both internally and externally.
• Competent in utilisation of MS Office including Word and Excel.
• Experience in calls and email handling within a contact centre / sales environment.
• Experience in managing customer queries and complaints.
• Can empathise with patients and assuage any anxiety in a confident and professional manner
  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 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. Time Type: Full time Job Area: Administration

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

• Annual leave accrual paid every time you work
• Subsidised staff canteen and coffee shop led by expert caterers.
• Access to preferential rates on Bupa products, such as health assessments, menopause plan and some dental practices
• Inclusion in the NEST government pension scheme