Patient Services & Call Center Specialist

Bupa; Greater London; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

25 days holiday (increasing with long‑

Job summary

Bupa in London is seeking a Client Services Officer for Cromwell Hospital. This hybrid role blends 2 days in the office with 3 days at home, handling high volumes of patient and clinician calls with a professional, patient-focused approach.

The role demands exceptional communication, strong attention to detail, and the ability to stay calm under pressure while delivering outstanding service. Full-time permanent contract with competitive benefits.

Qualifications

• Experience in a busy contact centre, customer service or telephony-based environment.
• Excellent verbal and written communication skills.
• Outstanding customer service skills with a genuine desire to help others.
• Exceptional attention to detail and accuracy.
• Ability to multitask and prioritise workloads in a fast-paced setting.
• Confidence working under pressure while maintaining professionalism.
• Strong organisational and administrative skills.
• Experience using multiple systems and databases simultaneously.
• Proactive approach with the confidence to make informed decisions within guidelines.

Responsibilities

• Answer and manage a high volume of incoming calls from patients, families, clinicians and the public.
• Deliver an exceptional customer experience through professional, compassionate and efficient communication.
• Route and transfer calls accurately across hospital departments and services.
• Handle enquiries promptly while ensuring information is recorded accurately.
• Log and report communication or telephony issues to the appropriate IT teams.
• Follow established policies and procedures when managing complaints or concerns.
• Maintain strict confidentiality and data protection standards at all times.
• Work collaboratively with colleagues to ensure service levels and quality standards are consistently achieved.
• Contribute to continuous improvement initiatives focused on enhancing the patient experience.

Skills

Contact centre experience

Verbal communication

Written communication

Customer service

Attention to detail

Multitasking

Working under pressure

Organisational skills

Systems & databases

Team player

Tools

CRM software

Job description

Bupa in London is seeking a Client Services Officer for Cromwell Hospital. This hybrid role blends 2 days in the office with 3 days at home, handling high volumes of patient and clinician calls with a professional, patient-focused approach.

The role demands exceptional communication, strong attention to detail, and the ability to stay calm under pressure while delivering outstanding service. Full-time permanent contract with competitive benefits.