Member Service Advisor - Specialist Business

Dental Services Advisor

S taines, TW18 3DZ with Hybrid working

Salary is £24.5K

£500 gross bonus on successful completion of probationary period.

Bupa is the UK’s biggest health insurance provider. We are a family of thousands. Brave, committed and compassionate people, all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.

We have no shareholders to answer to; our customers are our sole focus. And we reinvest our profits into providing them with better healthcare, now and in the future.

Why Bupa?

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.

Our people are our biggest asset. So, we provide a package of benefits that supports them in finding a work-life balance to ensure their mental and physical wellbeing.

As a Customer Service Advisor, you’ll enjoy an attractive range of benefits, including:

• 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

• Annual performance-based bonus

• Discounted access to Gympass, a flexible, monthly subscription service with live classes, fitness apps and 1-2-1 sessions

• Various other benefits and online discounts

• Free local parking and access to a season ticket loan for public transport

• Hybrid working, giving you the freedom to maintain a great work-life balance

You will also have the opportunity to enrol onto our Customer Service Apprenticeship scheme. Which is a great way to gain industry-recognised qualifications, whether you’re taking the first steps in a new role, or you're ready to make your next move and need a further, advanced qualification. You could even gain a Master's degree.

What you’ll do

• Support Bupa Dental & Cash Plan customer enquiries through both inbound and outbound calls, ensuring each customer has a great experience

• Proactively investigate and provide solutions to customer queries at first point of contact wherever possible.
• To ensure appropriate records of customer interactions are created and maintained on Bupa systems to remain compliant with data protection and regulatory requirements
• Continually look for ways to improve the service you provide to customers in every interaction
• To fully investigate and resolve, where possible, all queries and complaints from customers. If resolution is not possible, the member service adviser is responsible for Exploring all possible options and following the appropriate escalation process within the complaints process timescales
• To utilise current Bupa systems and software proficiently as required by the role.
• To support colleagues in sharing information and knowledge.
• To manage all customer contacts including claims in line with regulatory requirements.

What you’ll bring

• Previous experience of working in a customer services environment and demonstrates strong customer focus skills. Previous Contact Centre experience is desirable
• Must have ability to deal calmly and professionally with highly emotional, often vulnerable, anxious and worried customers within a pressurised environment.
• Must be resilient and able to keep difficult conversations and challenges in perspective
• Ability to handle telephone calls with knowledge, confidence, maturity and tact at all times.
• Ability to think analytically to determine the eligibility of benefit whilst managing own performance in line with Key Performance Metrics and Good Customer Outcomes
• Flexibility to adapt your way of working within a changing and challenging environment.
• Time management skills and the ability to work quickly and accurately.
• Ability to work on own initiative and make decisions within the protocols set down with minimum supervision.
• Good problem-solving skills with the ability to present solutions to problems.
• Ability to remain positive and calm and projects a “can do” attitude within the team/department.
• Must be able to consistently display the Bupa Values through your conduct and behaviour.
• Ability to tailor your approach to each customer through effective conversation and listening skills, balancing great customer service delivery with efficient performance.
• PC literate with good knowledge of Windows based packages. Must have the ability to combine talking and typing skills across a variety of systems at the same time
• Excellent communication skills, including both telephone and Letter/Email writing skills, and the ability to deal effectively with internal and external customers of all levels.

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.

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