Digital Support Specialist

Bupa; Salford; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

25 days holiday with buy/sell health保险

Enhanced pension and life insurance

Onsite gyms or local discounts

Job summary

Bupa is seeking a Digital Support Specialist to provide frontline incident management for customers who cannot access Bupa’s digital propositions. The role is office-based with hybrid options after approval, and not fully remote.

You will resolve issues across telephony, webchat, email, app store, and feedback channels, feeding insights back to the Digital Transformation Team. Key duties include diagnosing data integrity issues, handling high-priority queries, and escalating root causes to

Qualifications

• Experience in digital customer services with a strong customer focus.
• Ability to understand and discuss the technical architecture of digital propositions.
• Passion for digital solutions and user experience.
• Ability to tailor communication to each customer through conversation and listening.
• Strong verbal and written communication; typing and note-taking skills.
• Proficient in Windows-based software and multi-channel support.

Responsibilities

• Diagnose issues with data integrity within Bupa's digital propositions.
• Handle high-priority customer queries not covered by outsourced services.
• Support onboarding issues and provide timely follow-up with customers.
• Escalate incident analysis to second line support with clear root cause.
• Maintain updates with customers and request additional information as needed.
• Handle inquiries across multiple channels and channels' platforms.
• Investigate and resolve customer complaints where possible.

Skills

Digital customer service

Incident management

Technical architecture awareness

Effective communication

Multichannel support

Conflict resolution

Data integrity awareness

Tools

Windows proficiency

Job description

Digital Support Specialist (A11)

Location: Bupa Place, Salford Quays

Permanent (Full Time 37.5 hours per week)

Salary range is £26,600

This role is office based with potential for Hybrid working options available once signed off - This is not a fully remote working position.

We make health happen

This purpose of this role is to provide front line incident management to all Bupa customers and clients who are unable to access Bupa’s digital propositions. They will effectively resolve customers issues/needs across a range of telephony and digital channels (including but not limited to telephone, webchat, email, app store and closed loop feedback) and provide insight on customer issues back into the Digital Transformation Team.

What you'll be doing

• Diagnose issues with the integrity of customer data and it’s failure within the technical architecture of Bupa’s digital propositions.
• Handle queries from high priority customers which cannot be serviced by our outsourced service provider.
• Provide additional support for any other onboarding issue customers are experiencing.
• Escalate accurate incident analysis to second line support teams, ensuring root cause is clear to resolve issue.
• Maintain follow up activity from second line support teams, outwardly contacting customers where necessary to keep them updated on progress or to request additional information.
• Handle all customer inquiries via multiple channels.
• Utilise conflict resolution and customer handling techniques to rescue customer engagement where the Bupa processes have failed.
• To fully investigate and resolve, where possible, all complaints from customers.

Key Skills / Qualifications needed for this role

• Previous experience of working in a digital customer services environment and demonstrates a strong customer focus.
• Ability to work with complexity and understand technical architecture of the Bupa Digital Propositions.
• Demonstrates a passion for digital.
• Ability to tailor your approach to each customer through effective conversation and listening skills.
• Must have the ability to combine talking and typing skills.
• Excellent communication skills, including both telephone and letter writing skills, and the ability to deal effectively with multiple customers through different mediums.
• PC literate with good knowledge of Windows based packages.
• Ability to handle queries in multiple channels with knowledge, confidence, maturity and tact.

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 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: IT Locations: Bupa Place

Be at the heart of helping people live longer healthier, happier lives and making a better world. We employ more than 80,000 people globally who are making this a reality. If you've got the belief, the drive and the talent to help us in our ambition then we’d like to hear from you. Wherever you work, one thing stands out about Bupa people. Our customers are our passion – they’re at the heart of our positively different culture of care. At Bupa you’ll be challenged, you’ll be encouraged to innovate, and collaborate with colleagues who are committed to delivering exceptional experiences. We trust, respect and consider everyone, knowing your difference will make the difference.