Digital Support Specialist

2 weeks ago

Salford Quays, United Kingdom Bupa Full time

**Digital Support Specialist**

**Salford Quays, M50 3SP (with Hybrid working)**

**Salary is £23,365.00 **plus excellent benefits**

**Full time - 37.5 hours/week and start date is 17th July 2023**

**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.**

**Role Overview**

**Responsibilities and **activities**

You will be diagnosing issues with the integrity of customer data and it’s failure within the technical architecture of Bupa’s digital propositions.

You’ll handle queries from high priority customers which cannot be serviced by our outsourced service provider and give additional support for any other onboarding issue customers are experiencing.

You’ll need to escalate accurate incident analysis to second line support teams, ensuring root cause is clear to resolve issue and maintain follow up activity from them, outwardly contacting customers where necessary to keep them updated on progress or to request additional information.

You’ll handle all customer inquiries via multiple channels whilst utilising conflict resolution and customer handling techniques to rescue customer engagement where the Bupa processes have failed, fully investigating and resolving, where possible, all complaints.

You will need to educate customers on how to use their digital insurance technology and the functionality, direct customers to relevant online support, seeking technical guidance as required and ensure appropriate records of customer interactions are created and maintained on Bupa systems.

**What you’ll bring**:
The role holder is expected to have the following experience
- Previous experience of working in a digital customer services environment and demonstrates a strong customer focus.
- Ability to work with complexity and understand technical architecture of the Bupa Digital Propositions.
- Demonstrates a passion for digital.
- Ability to tailor your approach to each customer through effective conversation and listening skills.
- Must have the ability to combine talking and typing skills.
- 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.
- Ability to handle queries in multiple channels with knowledge, confidence, maturity and tact.
- Flexibility to adapt your way of working within a changing 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.
- Strong team player
- Ability to work in target driven environment and achieve personal targets on a monthly basis

**Why Bupa?**

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.

We are proud to announce that Bupa won two awards at the COVER Magazine Customer Care Awards. Including Best Health Insurance and Best Mental Health Support Service (Provider). We were also highly commended for the Best Marketing Team award.

Our benefits are driven by what matters to our people. It’s important to us that these benefits support a work-life balance that keeps people healthy, both mentally and physically, you’ll be eligible for:

- 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, life insurance and income protection
- Annual performance-based bonus
- Onsite gyms or local discounts where no onsite gym available
- Various family friendly benefits

**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.

Time Type:
Full time

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