Customer Underwriting Advisor

bupa; Eccles; On-site; GBP 28,000 - 31,000; Full time

Benefits offered by this job

Holidays 25 days + Bank Holidays

Staff Health Trust

Pensions / Life Insurance

Job summary

Bupa is seeking a Customer Underwriting Advisor in the UK to support customers during health insurance journeys, assess eligibility for claims, and provide expert guidance with professionalism and empathy. The role is office-based with potential hybrid options, working within a UK Insurance team to ensure fair outcomes.

Responsibilities include guiding claim conversations, reviewing medical information, and communicating underwriting decisions clearly.

Qualifications

• Experience in a busy customer-focused contact centre
• Excellent telephone manner and listening skills
• Ability to discuss sensitive information with tact and professionalism

Responsibilities

• Speak with customers making claims early in membership and set expectations
• Review medical questionnaires and reports to assess eligibility
• Liaise with healthcare professionals for relevant medical information
• Clearly communicate underwriting decisions with empathy and clarity
• Ensure cases and documentation meet service levels
• Deliver excellent customer service while balancing quality, compliance and productivity

Skills

Customer service

Telephone manner

Active listening

Attention to detail

Decision making

Communication skills

Time management

Empathy

Tools

CRM systems

Multiple systems

Job description

Job Description

Customer Underwriting Advisor

Bupa Place (Salford Quays, M50 3SP)

Permanent, Full Time 37.5 hours per week (8am-6pm Monday-Friday)

Salary: £28,200 per annum, rising to £31,200 after two years (subject to performance)

This role is office based with potential for Hybrid working options available once signed off - This is not a fully remote working position. Expectations around how frequently you will need to attend the office will be defined by your manager if successful.

We make health happen.

At Bupa, our purpose is simple: helping people live longer, healthier, happier lives and making a better world.

As a Customer Underwriting Advisor , you'll play a vital role in supporting our customers at some of the most important moments of their healthcare journey. Working within our UK Insurance team, you'll help customers understand their cover, assess eligibility for claims, and provide expert guidance with professionalism, empathy, and accuracy.

No two days are the same. You'll be speaking with customers, brokers, healthcare professionals, and internal colleagues, ensuring every customer receives the right support and a fair outcome. If you enjoy problem-solving, making informed decisions, and delivering excellent service, this could be the perfect role for you.

What you'll be doing

As a Customer Underwriting Advisor, you will:

• Speak with customers who wish to make claims during the early stages of their membership, guiding them through the process and setting clear expectations.
• Review medical questionnaires, underwriting forms, and healthcare practitioner reports to assess eligibility in line with underwriting terms and conditions.
• Liaise with healthcare professionals to obtain relevant medical information needed to make accurate and informed underwriting decisions.
• Clearly communicate underwriting decisions to customers in a professional, empathetic, and easy-to-understand manner.
• Ensure all cases and documentation are managed accurately and within agreed service levels.
• Deliver excellent customer service while balancing quality, compliance, and productivity expectations within a fast-paced contact centre environment.

Key skills/Qualifications needed for this role

Whilst previous underwriting or medical experience is not required, you must have exceptional customer service skills and a passion for helping people.

Essential Skills and Experience

• Previous experience working in a busy customer-focused contact centre environment.
• Excellent telephone manner with strong listening, questioning, and objection-handling skills.
• Experience dealing with challenging conversations and customer complaints professionally and confidently.
• Strong attention to detail and the ability to analyse information and make sound decisions.
• Excellent written and verbal communication skills, with the ability to discuss sensitive and confidential information with tact and professionalism.
• Good keyboard and computer skills, with the ability to navigate multiple systems simultaneously.
• Strong organisational and time management skills, with the ability to manage a varied workload effectively.
• A positive, resilient approach and the ability to thrive in a fast-paced environment.

If you are suspected of using AI at any point during our recruitment process, your application will be declined

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

Advert will close once sufficient application numbers are received and this may be before any published closing date.

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:

• Holidays - 25 days + Bank Holidays with the option to buy or sell some of your annual leave entitlement
• Bupa Staff Health Trust - You can opt into our bespoke healthcare cover that provides medical insurance for you and your family.
• Wagestream - Have early access up to 40% of your earned wages within minutes.
• Pensions / Life Insurance - Join one of our Bupa pension plans up to 12%**
• Parental Leave - We have schemes for adoption, birth parents and co parents
• Extensive L&D program including internal development and access to apprenticeships
• Free health assessments every 2 years to support both body and mind
• Emotional Wellbeing online - Variety of self-guided programmes provided by SilverCloud Health to help you manage money worries, stress, sleep, and more.
• Match Funding - We offer match funding up to £250 per employee per year when you fundraise for a registered charity that supports health and wellbeing

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