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Customer Service Consultant, Evenining, Bupa Global

Employer
Bupa Global
Location
Brighton, East Sussex
Salary
£23.100 plus £800 shift allowance
Closing date
30 Sep 2019

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Sector
Healthcare
Function
Customer Service
Contract Type
Permanent
Hours
Full Time

Job Details

Act as first point of contact for customers to give them an excellent experience. Follow compliance and governance requirements for customer services. Identify and support initiatives for service improvement. Achieve key performance objectives for the role and understand how this drives a performance culture. Collaborate with colleagues and demonstrate Bupa values in own behaviour.

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.

 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.

You'll work following shifts:  3 weeks from 3PM till 11PM, 1 week 4PM till Midnight. You'll also work one weekend in three.

Main Responsibilities

  • 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 groups

The Ideal Candidate

- Background in the global health insurance market, or relevant transferable skills and knowledge from other financial services industries such as Life Insurance, Retail, Commercial or Investment Banking and Wealth Management

- Previous experience of a complex and multi skilled customer facing roles within a contact centre setting

- A track record of achieving and exceeding productivity and quality targets

- Highly customer focussed

- Excellent interpersonal, communication and influencing skills are required with emphasis on achieving results and successful outcomes.

- An ability to speak a second language would be an advantage

About The Company

Bupa’s purpose is longer, healthier, happier lives.

As a leading global health and care company, we offer health insurance, medical subscription and other health and care funding products; we run care homes, retirement and care villages, primary care, diagnostic and wellness centres, hospitals and dental clinics. We also provide workplace health services, home healthcare, health assessments and long-term condition management services. We have 32M customers globally. With no shareholders, we invest our profits to provide more and better healthcare and fulfil our purpose. We employ 86,000 people, principally in the UK, Australia, Spain, Poland, New Zealand and Chile, as well as Saudi Arabia, Hong Kong, India, and the USA.

We have grown significantly, particularly through 2013 to 2015, when we accelerated execution of our strategic vision. We are similar in revenue and profit to Marks & Spencer, and larger than Heinz in revenue. Because Bupa does not have shareholders it does not have a listing, but if it did it would be in the FTSE 100. Bupa is not a mutual or a charity but a company limited by guarantee that seeks to maximise its profits in order to fulfil its purpose. With customers in virtually every country in the world and 70% of its revenues now generated outside the UK, Bupa is a truly international organisation.
 

Bupa's Strategic Framework

Our strategy has three pillars: Customers, People, Performance. It puts our customers front and centre in the context of today’s digital age. As a service organisation, everything we do for our customers relies on our people and partners, so being a place where people love to work is critical to our success. This, combined with disciplined risk and capital management, is how we will deliver strong and sustainable performance.  We are looking for individuals who share in our values and this strategy, and are capable of delivering outstanding results for the business.
 

International Markets

Bupa’s International Markets (IM) unit has 16 million customers across all continents around the world. It manages a portfolio of businesses, including a large international health insurance, travel insurance and medical assistance business called Bupa Global, as well as established domestic health insurance businesses in Hong Kong and Brazil, two associate health insurance companies in Saudi Arabia (34.25% Bupa ownership) and India (49% Bupa ownership), and Hong Kong’s largest private clinic network.  
 

Bupa Global

Bupa Global provides products and services worldwide to people who want access to premium health and care at home or as they study, live, travel or work abroad. We provide international health insurance, travel insurance and medical assistance to individuals, small businesses and global corporate customers all around the world.

Bupa Global has over 1,800 employees and has offices in London and Brighton (UK), Miami (USA), Copenhagen (Denmark), Hong Kong (Greater China), and Dubai (UAE), as well as in Egypt, Mexico, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador. Bupa Global is currently organised around five regional hubs: Bupa Global Africa, India & Middle East; Bupa Global Greater China; Bupa Global Latin America; Bupa Global North America and Bupa Global Europe.

 

Company

Bupa’s purpose is longer, healthier, happier lives and making a better world.

We are a health insurer and provider. With no shareholders, our customers are our focus. We reinvest profits into providing more and better healthcare for the benefit of current and future customers.

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.

Bupa Global has offices around the world including London and Brighton (UK),  Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

Diversity and Inclusion 

 

Bupa is committed to making sure that every applicant is assessed solely on personal merit and qualifications. We actively celebrate the diversity of our colleagues and provide an inclusive environment so you can bring your true self to Bupa. We’ll make sure you are treated fairly regardless of disability or circumstance. That’s why we’re happy to offer reasonable adjustments as part of our recruitment process to anyone that needs them.  

Whether you’ve found your feet or are discovering a new path.  

Welcome to a place that celebrates you.  

This isn’t where you've been.   

This is where you're going.  

This is what we have belief in. 

 

We think you would enjoy life with us too – here are a few reasons why:

  • we have a happy, fun and productive environment
  • we support and appreciate our people
  • you'll work with highly motivated colleagues
  • there are lots of opportunities to volunteer for local community projects
  • we offer discounts on many of our products and services to help you take care of your health

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Company info
Website
Telephone
01273866157
Location
Victory House
Trafalgar Place
Brighton
East Sussex
BN1 4FY
United Kingdom

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