Customer Care Adviser

Job Description:

Position Customer Care Adviser
Location Hybrid Working - Kirkstall Forge, Leeds
Position Type Permanent – Full Time (37.5 hours per week)
Department Customer Care Team, Bupa Care Services
Salary £25,000 + Uncapped Monthly Bonus Scheme
Opening Hours Monday to Friday (08:00 – 18:30) & Saturday (09:00 – 12:30)

What are we looking for?

When is a contact centre not a contact centre? Well, for us, it's when you do more than just take calls and process enquiries. In the Bupa Customer Care Team, we want you to be able to spend time having a caring and customer focused conversation. We want you to feel empowered to guide your caller through their search for a Care Home whether that be as a resident or a member of our care staff.

You'll be able to empathise and build a great rapport with your customers, being with them every step of the way. You'll be there from their initial call, right through to their loved one moving into one of our Care Homes.

Some of our enquirers need care for a loved one immediately, others are planning for the future, so you'll build up a caseload of enquiries and support them by keeping in touch throughout their journey.

To keep your day varied and as an expert of our Care Homes, you'll also receive the training and support to handle calls from candidates looking for roles with us. Speaking with people looking for positions such as Care Assistants, you'll discuss their skills and experiences to understand the suitability for the role before arranging an interview with the Care Home Manager.

Things don't stop with delivering an outstanding customer experience though. We believe in working together as one, so you'll also have opportunities to be involved in driving our department forward, ensuring we always exceed customer expectations when interacting with us.

A bit about us

Bupa is one of the most well-known and respected healthcare businesses in the world, because what we do matters. From our contact centres to our care homes; health and dental centres to our state-of-the-art hospitals across all four corners of the globe, every part of our operation is dedicated to our purpose of helping people live longer, healthier, happier lives and making a better world. We pride ourselves on working with brilliant people who put our customers at the heart of everything they do.

Bupa Care Homes provides expert nursing, dementia, residential and specialist care to almost 6,000 people in 130 UK homes.
 

The Role

This fantastic opportunity is for a small number of individuals who have a passion for delivering an exceptional, yet personalised customer experience. In return for your desire for success, we'll make sure you receive all the training and coaching you need to fit right into our team.

As well as a competitive starting salary of £25,000 you'll be eligible for our uncapped monthly bonus scheme which is based on your personal performance.

You'll be based at our Kirkstall Forge office in Leeds but have the flexibility to work from home too. You'll have a permanent contract working 37.5 hours per week within our opening hours of Monday to Friday 08:00 – 18:30 and Saturday 09:00 – 12:30.

What'll you will need to succeed.

• Love what you do. If you enjoy helping others and have a drive for being the best you can be, you're already halfway there
• Be confident in leading a telephone conversation through many emotions. Our callers can be everything from upset and not knowing which way to turn, through to happy, upbeat, and ready to have a good old chat about what's going on in their life right now.
• Determined, proactive attitude. We want you to provide an outstanding level of service, but we'll also reward you based on your personal performance. One of these elements will be the number of enquirers you guide through an enquiry to admission into our Care Homes

What's it like to work here?

We want people to 'love working here', so much so that's it's at the top of our agenda and something you'll hear a lot about here at Bupa.  We offer our people a great range of benefits, many of which are flexible and can be tailored to suit what's most important to you.  We're a healthcare company so there's a huge focus on our people's health and wellbeing, supported by a healthy work-life balance and workplaces which are friendly, appealing spaces to support you to be at your best.

We're driven by one purpose, helping people live longer, healthier, happier lives and that that means our people too

As a Bupa employee you'll be entitled to some fantastic benefits which include 25 days holiday increasing to 30 days as your length of service increases, the option to buy and sell holiday, an enhanced pension plan, life assurance and income protection.

You'll join our monthly bonus scheme, amount variable dependent upon your role and performance.

Looking after your health is important to us and you can benefit from our health trust scheme where all our people have the option of taking our market-leading medical insurance cover, which includes mental health support and treatment, at a greatly reduced price as well as a free health assessment every 2 years. Your health and wellbeing matters to us and we provide lots of family friendly policies too.

You can keep fit at our free onsite gyms (local gym discounts where no onsite gym). We will support you to get to work, offering a season ticket loan to spread the cost of an annual train/bus ticket as well as our cycle to work scheme.

We're an inclusive organisation that celebrates diversity and welcomes everyone – all talents and backgrounds. Bupa strives to make sure that every applicant is assessed solely on the basis of personal merit and qualifications, regardless of gender, sexual orientation, pregnancy or maternity, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. 

How to apply

We recognise that a CV doesn't always tell the full story of a person. In addition to a CV, we'd love to see a short summary about who you are, what you love to do in life and why you feel this is the job for you.

If you'd like to learn more, please visit

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