Customer Complaints Resolutions Specialist

2 weeks ago


Brighton, Brighton and Hove, United Kingdom Bupa Full time
Role Overview

At Bupa, we are seeking an experienced Customer Complaints Resolutions Specialist to join our team. As a key member of our complaints handling team, you will be responsible for investigating and resolving customer complaints in a fair and timely manner.

Key Responsibilities
  • Investigate customer complaints and gather relevant information to inform resolutions.
  • Communicate with customers to understand their concerns and provide updates on the progress of their complaint.
  • Make decisions on how to resolve complaints, including providing apologies, paying claims, or offering compensation.
  • Document all interactions and resolutions in our case management system.
  • Work collaboratively with internal stakeholders to ensure that complaints are handled efficiently and effectively.

Requirements
  • Previous experience of dealing with complaints and knowledge of the Ombudsman Services and industry regulators.
  • Excellent communication and interpersonal skills, with the ability to empathise with customers and build trust.
  • Strong analytical and problem-solving skills, with the ability to investigate complex complaints and make informed decisions.
  • Ability to work in a fast-paced environment and meet deadlines.

What We Offer
  • A competitive salary of £24,500 - £26,000 per annum, depending on location.
  • A hybrid home and office working arrangement, with the opportunity to work from home once signed off.
  • A range of benefits, including 25 days holiday, Bupa health insurance, and an enhanced pension plan.

About Us

Bupa is the UK's biggest health insurance provider and official Healthcare Partner to Paralympics GB. We are committed to helping people live longer, healthier, happier lives and making a better world. We are a Disability Confident Employer and welcome applications from diverse candidates.

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