Bupa Global are looking for customer service consultants to join their expanding team in Brighton.  This is an exciting opportunity for someone who is passionate about delivering exceptional customer service and for someone who wants to work for a company where the customers are at the heart of everything we do.  Bupa is a great place to work and offers their employees the opportunity to develop.

Do you have:

• A passion for delivering extraordinary customer service, within a customer focused environment
• Excellent communication and written skills
• Dedication in helping others
• Experience of working with people within a customer focused role
• Bupa Global can offer you excellent training and development opportunities

Starting salary £23,100pa

Shifts
Customer Service roles work on a shift rotation. We are currently recruiting for the evening and the day shift.

Day - 8 hour shift covering 7am-7pm 
Evening - two shifts 3pm-11pm & 4pm-12am

Both positions include one weekend in three.

Our customer service consultants ensure an exceptional customer experience for our customers by swiftly and accurately responding to and resolving all customer requests and queries. Customer contact will be across all communication channels – phone, email, web chat and letter. This is a diverse and skilled customer facing role where you will be responsible for resolving all customer queries to the customer’s complete satisfaction without the need to refer the customer on. This will include resolving complex and challenging situations from all customer groups – individual, Corporate and Intermediaries. Your individual performance will be a key contribution to the department achieving all targets for quality, productivity, compliance and regulation. Most importantly you will be a customer service champion, putting the customer at the centre of everything you do and putting forward ideas for the continual improvement of the customer experience.

Your role will include but not limited to:

• Taking end to end ownership for the resolution of all customer enquiries and contacts. Manage all queries through to resolution
• Accurately maintaining and updating customer records on the customer management system. Ensure that records are accurately updated whenever a customer makes contact
• Complying with all regulatory and governance requirements including FCA and Treating Customers Fairly
• Achieving all targets for contact handling, turnaround times and quality
• Participate in regular 121s and team meetings with your Manager
• Support new team members
• Being a role model for the team demonstrating outstanding personal behaviours and performance
• Being a Customer Service Champion. Contribute to the continuous improvement process by putting forward ideas for improvement and making a contribution to focus groupsTaking ownership of our customers enquiries with a view to achieving first time resolution – (possible alternative to the sentence highlights)
• Recognising our vulnerable customers and managing these contacts according to our policy
• You will also check and pre-authorise members treatment