Fulfilment Specialist, Bupa Global

Fulfilment Specialist

The Fulfilment Specialist for Bupa Global exists to carry out fulfilment activities on behalf of Bupa Global, including but not limited to printing, packing and dispatch of documents; ordering and maintenance of stock; managing post returned to the business; eDocs bounceback emails and eClaims. 

The role is responsible for ensuring an exceptional customer experience for our customers by swiftly and accurately carrying out these activities.    

Customer contact will be across all communication channels – phone, email and letter.

This is a diverse and skilled customer facing role which is responsible for resolving all fulfilment team queries to the customer’s complete satisfaction without the need to refer the customer on.

Individual performance will be a key contributor to the department’ success achieving all targets for quality, productivity, compliance and regulation.

You will be a fulfilment subject matter expert, putting the customer at the centre of everything you do and using your fulfilment knowledge to put forward ideas for the continual improvement of the customer experience.

Decision making remit will be for day to day operational issues within own area. Will consult with other team members, and will reference decisions upwards when required, for instance where there is an impact on service/cost or where risks are identified. 

Roles are on a shift rotation basis.

Reports to Fulfilment Service Manager for Bupa Global

No direct reports

Location: Brighton 

Main Responsibilities

• Carry out all Fulfilment activities as required and as instructed by the Fulfilment Service Manager. This includes, but is not limited to - printing, packing and dispatch of documents; returned post; eDocs; email bouncebacks; eClaims; ordering and management of stock; preparing post to send to Restore.
• Take end to end ownership for the resolution of customer and internal Bupa Global Fulfilment queries. Manage all queries through to resolution.
• Work with the Customer Fulfilment Governance team for actions relating to fulfilment of customer documents.
• Identify and log risk incidents
• Maintain a high level of knowledge of procedures, products, processes and systems, in relation to the fulfilment team activities.  
• Identify where any processes, procedures or policies relating to the fulfilment team activities require updating and feed through to the Fulfilment Coach and / or Service Manager.
• Act as a point of contact for external suppliers for day to day queries.
• Prepare and participate in regulate 121s and team meetings with the Fulfilment Service Manager.
• Support new team members as required and when instructed by the Fulfilment Coach or Fulfilment Service Manager.
• Be a role model and ambassador for the ~Fulfilment team, demonstrating outstanding personal behaviours and performance.
• Contribute to the continuous improvement of processes by challenging existing process and contributing ideas for improvement.
• Carry out other tasks as instructed by the Fulfilment Coach and / or Fulfilment Service Manager

The Ideal Candidate

• • Carry out all Fulfilment activities as required and as instructed by the Fulfilment Service Manager. This includes, but is not limited to - printing, packing and dispatch of documents; returned post; eDocs; email bouncebacks; eClaims; ordering and management of stock; preparing post to send to Restore.
  • Take end to end ownership for the resolution of customer and internal Bupa Global Fulfilment queries. Manage all queries through to resolution.
  • Work with the Customer Fulfilment Governance team for actions relating to fulfilment of customer documents.
  • Identify and log risk incidents
  • Maintain a high level of knowledge of procedures, products, processes and systems, in relation to the fulfilment team activities.  
  • Identify where any processes, procedures or policies relating to the fulfilment team activities require updating and feed through to the Fulfilment Coach and / or Service Manager.
  • Act as a point of contact for external suppliers for day to day queries.
  • Prepare and participate in regulate 121s and team meetings with the Fulfilment Service Manager.
  • Support new team members as required and when instructed by the Fulfilment Coach or Fulfilment Service Manager.
  • Be a role model and ambassador for the ~Fulfilment team, demonstrating outstanding personal behaviours and performance.
  • Contribute to the continuous improvement of processes by challenging existing process and contributing ideas for improvement.
  • Carry out other tasks as instructed by the Fulfilment Coach and / or Fulfilment Service Manager
  • A track record of achieving and exceeding productivity and quality targets in a high performing team environment.
  • Highly customer focused.
  • Excellent interpersonal and communication skills are required.
  • Can demonstrate a detailed level of knowledge of Bupa Global’s products, systems and procedures in relation to fulfilment.
  • Has a good knowledge of regulatory requirements for fulfilment.
  • Proactive and can do attitude and approach with the ability to be able to work under own initiative.

About The Company

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

Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.

Bupa Global

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, anywhere in 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), Miami (USA), Copenhagen (Denmark), Dubai (UAE, in partnership with OIC), and Hong Kong (China) as well as regional offices in mainland China, Singapore, Egypt, Mexico, the Dominican Republic, Bolivia, Brazil, Panama, Guatemala and Ecuador.