• Job Description

  Req#: R1147980

  Job Description:

  Customer Digital Support Advisor

  Salford Quays, M50 3SP (with Hybrid working)

  Salary is £23,365

  Full time – 37.5 hours/week

  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

  This is an exciting opportunity to be at the forefront of Bupa’s digital customer service. Providing front line incident management to all our customers and clients who are unable to access Bupa’s digital propositions. You’ll effectively resolve customers issues/needs across a range of telephony and digital channels and provide insight on customer issues back into the Digital Transformation Team.

  Responsibilities and activities:

  • You will be identifying where errors in data or processes prevent members accessing Bupa’s digital sites and apps.
  • You’ll handle queries from high priority customers and internal account management teams.
  • You’ll log incidents to the IT Support Teams with clear, accurate information and ensure that members are kept up to date with progress towards resolution of their issues.
  • You’ll handle all customer enquiries via multiple channels, whilst utilising customer handling techniques to rescue customer engagement where the Bupa processes have failed. Fully investigating and resolving, all complaints.
  • You’ll educate customers on how to use their digital insurance technology and the functionality, seeking technical guidance as required and maintaining 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.
  • Ability to tailor your approach to each customer through effective conversation and listening skills.
  • Ability to combine talking and typing skills whilst using multiple systems simultaneously is essential.
  • 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.
  • Ability to spot trends from unstructured data (calls, emails, webchats).
  • Ability to work on own initiative and make decisions within the protocols with minimum supervision.
  • Excellent problem solving skills with the ability to present solutions to problems.
  • 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.

  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, paid monthly
  • 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

  Job Area:

  Call Centre

• About the company

  Bupa's origins and global headquarters are in the United Kingdom.

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