Customer Support Executive

Bupa; Salford; Hybrid; GBP 24,000 - 28,000; Full time

Job summary

A leading health insurer is seeking a Customer Support Executive in Salford. The role involves processing customer updates, handling queries, and maintaining records. Candidates should have GCSE qualifications and strong communication skills. Benefits include health insurance, a pension plan, and flexible working options.

Benefits

25 days holiday, increasing with service

Bupa health insurance

Enhanced pension plan and life insurance

Onsite gyms or local discounts

Various online discounts

Qualifications

• Educated to GCSE standard with grade C in Maths and English.
• Ability to communicate queries effectively.
• Strong organizational and prioritization skills.

Responsibilities

• Process customer updates accurately and within service levels.
• Handle complaints related to customer support queries.
• Maintain group and member records according to customer preferences.

Skills

Communication

Organizational skills

PC and keyboard skills

Education

GCSE standard or equivalent

Tools

Microsoft Word

Microsoft Excel

Job description

Job Description:

Customer Support Executive

Location status: Hybrid Working
Location: Salford Quays - Manchester

Salary: From £24,000 (dependent on experience) + Excellent Benefits

Hours: Full time – 37.5hrs
Contract type: Permanent

We make health happen

The role holder will ensure that all customer updates are processed accurately and within service levels, adhering to local quality and operational metrics. They will communicate with members, clients, internal departments, and outsourced colleagues via verbal and written methods to handle account administration queries. They will ensure the quality of information loaded into the BUPA operating system aligns with business standards and quality metrics. Additionally, they will input MI information into the appropriate systems for accurate management reporting.

They will also handle complaints from members or clients related to customer support queries, ensuring they are logged, investigated, resolved, and escalated to their STM where appropriate.

Key Responsibilities:

1. Maintain all group and member records according to customer preferences, including enrolment, lapse, updates, and audits.
2. Update relevant systems to ensure all areas of the business can view current information.
3. Resolve all group and member queries, including those from outsourced partners.
4. Coordinate with internal departments and outsourced partners.
5. Gather essential membership information from all customer groups.
6. Maintain up-to-date knowledge of BUPA products, policies, and initiatives to answer queries accurately.
7. Input data into MI reporting systems to track membership work within KPIs.
8. Send work appropriately to outsourcing partners.

What We’re Looking For:

• Educated to GCSE standard or equivalent, with grade C passes in Maths and English.
• Ability to investigate, resolve, and communicate queries effectively internally and externally.
• Excellent PC and keyboard skills, with detailed knowledge of Microsoft Word and Excel.
• High standard of written and verbal communication skills.
• Ability to remain confident, positive, and calm under pressure.
• Strong organizational and prioritization skills.
• Ability to work independently and on own initiative.

Benefits:

Our benefits are designed to promote health and wellbeing. Viva, our global wellbeing program, covers mental, physical, financial, social, and environmental health. We support flexible working and offer various family-friendly benefits.

• 25 days holiday, increasing with service, with options to buy or sell.
• Bupa health insurance as a benefit in kind.
• Enhanced pension plan and life insurance.
• Onsite gyms or local discounts where no onsite gym is available.
• Various online discounts and other benefits.

Why Bupa?

As a health insurer and provider with no shareholders, our focus is on our customers. Our purpose is to help people live longer, healthier, and happier lives, and to make a better world. We foster a culture of bravery, caring, and responsibility in all we do.

We encourage everyone to “Be you at Bupa”. We value diversity and aim to reflect the communities and customers we serve. We especially welcome applications from diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer, committed to fair treatment and reasonable adjustments for disabled applicants.

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

Time Type:

Full time

Job Area:

Call Centre

Location:

Bupa Place