Call Centre - Customer Service Advisor

Job Description:

Customer Service Advisor Contact Centre

Staines (TW18 3DZ)

27100 basic salary

Opportunity to increase to 31150 in first 18 months dependent on individual performance

Permanent Full time 37.5 hours per week

Our Contact Centre operates:

Monday to Friday 8am 8pm and Saturday 8am 4pm

Your shifts will be on rotation within our operating hours including one Saturday a month.

First 15 weeks

• Four days on site at Willow House (Staines) and one day working from home*

• Youll start speaking with customers from week 5 of training

• To ensure you get the most out of your training annual leave is not available during this time.

• After you have completed training you can work from home up to three days a week*

We make health happen

As a Customer Service Advisor in our Contact Centre youll be the voice of Bupa for our customers. Whether a customer is calling about a sprained ankle or a lifethreatening illness we treat them with the same level of care and compassion. Youll guide them through the process to see if they are covered by their Bupa health insurance policy youll need to be confident and comfortable declining treatment requests.

To be successful in this role youll need to be:

• Highly organised and resilient

• An attentive listener

• Focused on putting customers first

• Confident building internal networks both with your work friends and wider business

• Adapt well to change

• Able to follow process and Financial Conduct Authority (FCA) regulations

• Confidence using a PC and the ability to use multiple systems at the same time

• To benefit from hybrid working you will need to have a private and quiet work space with a wired internet connection (using an ethernet cable)

How youll help make health happen:

• Answering a variety of calls to help support our customer enquires

• Authorising or declining treatments in line with company policy this role may not always be easy

• Not every treatment being requested is covered on the customers policy and you need to be confident and comfortable declining treatment requests

• Accurately maintain our customer database ensuring all conversations and outcomes are recorded

Benefits

Our benefits are designed to make health happen for our people. Viva is our globalwellbeingprogrammeand includes all aspects of our health from mental and physical to financial social and environmental wellbeing.

You can enjoy the following benefits and more:

• Holidays 33 days including Bank Holidays Our inclusive bank holiday approach means that you can swap up to a maximum of four of these bank/public holidays for other days of significance within the same annual leave period.

• Primary care service Quick easy access to support advice and treatment for a variety of healthrelated issues including remote GP physiotherapy and mental health support. Alongside the service youll have an annual allowance up to 350 which you can redeem against a menu of Bupa healthcare products.

• Every two years permanent employees are offered a free health assessment.

• You can optin our bespoke medical insurance benefits package This provides healthcare cover to eligible employees and their families.

• Wagestream Have early access up to 40% of your earned wages within minutes.

• As an employee of Bupa you may be eligible to join one of our Bupa pension plans. If you choose not to (or youre not eligible to) join a Bupa pension plan you may be automatically enrolled into our workplace pension scheme with NEST.

• My Bupa Extras (Provided by Reward Gateway) is our onestop shop for a huge choice of exclusive discounts and cashback deals on everything from food and groceries to home and garden entertainment and days out travel and even utilities.

• Parental Leave We offer a range of adoption birth parent and coparenting support for Pay & Leave.

• Extensive L&D program including internal development and access to apprenticeships.

Why Bupa

Were 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 we understand the importance of our people representing the communities and customers we serve. Thats why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim tooffer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. Well 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:

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

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