Call Centre

Call Centre - Customer Service Advisor

**Job Description**:
**Customer Service Advisor - Contact Centre**

Staines (TW18 3DZ)

£27,100 basic salary

Opportunity to increase to £31,150 in first 18 months dependent on individual performance

Permanent - Full time 37.5 hours per week

**Our Contact Centre operates**:
Monday to Friday 8am - 8pm and Saturday 8am - 4pm

Your shifts will be on rotation within our operating hours, including one Saturday a month.

**First 15 weeks**
- Four days on site at Willow House (Staines) and one day working from home*
- You'll start speaking with customers from week 5 of training
- To ensure you get the most out of your training, annual leave is not available during this time.
- After you have completed training, you can work from home up to three days a week*

**We make health happen**

As a Customer Service Advisor in our Contact Centre, you'll be the voice of Bupa for our customers. Whether a customer is calling about a sprained ankle or a life-threatening illness, we treat them with the same level of care and compassion. You'll guide them through the process to see if they are covered by their Bupa health insurance policy, you'll need to be confident and comfortable declining treatment requests.

To be successful in this role you'll need to be:

- Highly organised and resilient
- An attentive listener
- Focused on putting customers first
- Confident building internal networks both with your work friends and wider business
- Adapt well to change
- Able to follow process and Financial Conduct Authority (FCA) regulations
- Confidence using a PC and the ability to use multiple systems at the same time
- To benefit from hybrid working, you will need to have a private and quiet work space with a wired internet connection (using an ethernet cable)

**How you'll help make health happen**:

- Answering a variety of calls to help support our customer enquires
- Authorising or declining treatments in line with company policy, this role may not always be easy
- Not every treatment being requested is covered on the customers policy and you need to be confident and comfortable declining treatment requests
- Accurately maintain our customer database, ensuring all conversations and outcomes are recorded

**Benefits**

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social and environmental wellbeing.

You can enjoy the following benefits and more:

- Holidays - 33 days including Bank Holidays - Our inclusive bank holiday approach means that you can swap up to a maximum of four of these bank/public holidays for other days of significance within the same annual leave period.
- Primary care service - Quick, easy access to support, advice, and treatment for a variety of health-related issues, including remote GP, physiotherapy, and mental health support. Alongside the service, you'll have an annual allowance up to £350 which you can redeem against a menu of Bupa healthcare products.
- Every two years, permanent employees are offered a free health assessment.
- You can opt-in our bespoke medical insurance benefits package - This provides healthcare cover to eligible employees and their families.
- Wagestream - Have early access up to 40% of your earned wages within minutes.
- As an employee of Bupa, you may be eligible to join one of our Bupa pension plans. If you choose not to (or you're not eligible to) join a Bupa pension plan, you may be automatically enrolled into our workplace pension scheme with NEST.
- My Bupa Extras (Provided by Reward Gateway) is our one-stop shop for a huge choice of exclusive discounts and cashback deals on everything from food and groceries to home and garden, entertainment and days out, travel, and even utilities.
- Parental Leave - We offer a range of adoption, birth parent and co-parenting support for Pay & Leave.
- Extensive L&D program including internal development and access to apprenticeships.

**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.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

**If you are suspected of using AI at any point during our recruitment process, you will be declined**

Time Type:
Full time
Job Area:
Call Centre
Locations:
Staines - Willow House

Company pension, Gym membership, Referral programme, Employee mentoring programme, Free flu jabs, Health & wellbeing programme, Financial