OverviewWe make health happen. We''re a team that''s passionate about leading the healthcare insurance market and improving wellbeing for all. We take immense pride in our work, working together with determination and focus. Delivering care that our 3 million customers can count on, from experts they trust.

You''ll help us make health happen by: providing front line incident management to all our customers and clients who are unable to access Bupa''s digital propositions. You''ll effectively resolve customers issues/needs across a range of telephony and digital channels and provide insight on customer issues back into the Digital Transformation Team.

This is an exciting opportunity to be at the forefront of Bupa''s digital customer service.

Responsibilities

You will be identifying where errors in data or processes prevent members accessing Bupa''s digital sites and apps.

You''ll handle queries from high priority customers and internal account management teams.

You''ll log incidents to the IT Support Teams with clear, accurate information and ensure that members are kept up to date with progress towards resolution of their issues.

You''ll handle all customer enquiries via multiple channels, whilst utilising customer handling techniques to rescue customer engagement where the Bupa processes have failed. Fully investigating and resolving, all complaints.

You''ll educate customers on how to use their digital insurance technology and the functionality, seeking technical guidance as required and maintaining Bupa systems.

Previous experience of working in a digital customer services environment is preferred but not essential. You must be able to demonstrate a strong customer focus.

Ability to work with complexity and understand technical architecture of the Bupa Digital propositions whilst being able to handle queries independently in multiple channels with knowledge, confidence, maturity and tact.

Ability to tailor your approach to each customer through effective conversation and listening skills.

Ability to combine talking and typing skills whilst using multiple systems simultaneously is essential.

Excellent communication skills, including both telephone and letter writing skills, and the ability to deal effectively with multiple customers through different mediums.

PC literate with good knowledge of Windows based packages.

Flexibility to adapt your way of working within a changing environment.

The training period will be approximately 4 weeks which will be fully office based and no holidays can be taken during this period. After training, we operate a hybrid model with 2 office days per week.

Training and Working PatternThe training period will be approximately 4 weeks which will be fully office based and no holidays can be taken during this period. After training, we operate a hybrid model with 2 office days per week.

Benefits

25 days holiday, increasing through length of service, with option to buy or sell

Bupa health insurance as a benefit in kind

An enhanced pension plan and life insurance

Onsite gyms or local discounts where no onsite gym available

Various other benefits and online discounts

Why Bupa?We''re 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. That''s why we especially encourage applications from people with diverse backgrounds and experiences. Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We are committed to ensuring you are treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.

Time Type: Full time Job Area: Call Centre Locations: Bupa Place

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