Customer Support Executive

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

Benefits offered by this job

25 days holiday

Bupa health insurance

Enhanced pension plan

Life insurance

Onsite gym

Cycle to work scheme

Paid volunteer time

Job summary

Bupa in Salford Quays is hiring a Customer Support Executive to handle member and client queries, maintain records, and ensure data accuracy across systems. The role requires strong communication skills, attention to detail, and the ability to work with internal teams and outsourced partners in a hybrid environment.

The ideal candidate will manage complaints, update MI reports, and stay informed about Bupa products and initiatives to ensure accurate responses.

Qualifications

• Data handling with great attention to detail.
• Ability to investigate, resolve and communicate queries internally & externally.
• A very high standard of communication skills, both written and verbal.
• Ability to remain confident, positive and calm in a pressurised environment.
• Able to work autonomously and prioritise and organise own work.
• Excellent PC skills with knowledge of Microsoft Word & Excel.

Responsibilities

• Maintain all group and member records and enrolments.
• Update relevant systems to ensure current information is viewable by stakeholders.
• Resolve and log all queries with external partners as needed.
• Liaise with internal departments and outsourced partners.
• Develop up-to-date knowledge of Bupa products and policies to answer queries accurately.
• Input information into MI reporting systems for tracking and KPI measurement.
• Ensure timely handover to outsourcing partners and escalate as required.

Skills

Data handling

Attention to detail

Query resolution

Communication skills

Autonomous working

MS Word

MS Excel

Tools

Microsoft Word

Microsoft Excel

Job description

Job Description:Customer Support ExecutiveLocation: Salford Quays (M50 3SP) with hybrid working.Salary: From £26,400 + Excellent BenefitsHours: Full time - 37.5hrsContract type: PermanentWe make health happenThe role holder will ensure that all customer updates are processed accurately and within service levels adhering to local quality and operational metrics. They will use verbal and written methods to communicate with members, clients, internal departments and outsourced colleagues on account administration queries. They will ensure the quality of the information loaded into the BUPA operating system is in line with business standards & quality metrics. The role holder will input MI information into the appropriate systems to allow for accurate management information.They will ensure any complaints received from members or clients relating to customer support queries are logged onto BUPA complaints management system, investigated and resolved, escalating to their STM where appropriateKey Responsibilities:Maintain all group and member records by whichever method of the customers preference. These include but are not limited to - Enrolment, lapse, update, audits.Update relevant systems, ensuring all areas of the business are able to view current information.Complete and assist colleagues in the resolution of all group and member queries including outsourced partner queries.Liaison with internal departments of BUPA and outsourced partnersLiaison with all customer groups to acquire essential membership informationDevelop and maintain an up to date and accurate knowledge of appropriate BUPA products, policies and initiatives in order to ensure that all queries are answered accurately.Ensure that they input appropriately onto MI reporting systems to enable membership work to be tracked and worked within KPIEnsure work is sent appropriately to outsourcing partners.What We're Looking For:Experience with handling and processing data with great attention to detail.The ability to investigate, resolve and communicate internally & externally general queriesA very high standard of communication skills, both written and verbalAbility to remain confident, positive and calm in a pressurised environmentAble to work autonomously and prioritise and organise own work.Excellent PC and Keyboard skills with detailed knowledge of Microsoft applications (Word & Excel).BenefitsOur 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 sellBupa health insurance as a benefit in kindAn enhanced pension plan and life insuranceOnsite gyms or local discounts where no onsite gym availableVarious other benefits and online discountsWhy BupaWe'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] Type:Full timeJob Area:Call CentreLocations:Bupa PlaceAdditional leave, Private dental insurance, Employee mentoring programme, Health & wellbeing programme, Cycle to work scheme, Referral programme, Financial planning services, Free flu jabs, Gym membership, Private medical insurance, Paid volunteer time, Company pension