Call Centre - Customer Service Advisor

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Job Description: Call Centre - Customer Service Advisor Salford Quays (M50 3SP) £26,700 basic salary Opportunity to increase to £31,250 in first 18 months* Permanent - Full time 37.5 hours per week We make health happen As a Customer Service Advisor in our Contact Centre, you'll be the friendly voice that helps our customers when they need us most - whether it's something small or something serious, we're here to make sure they feel cared for. 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. How you'll help make health happen: Answering a variety of calls to help support our customer enquires You'll help customers understand what's covered by their policy - and sometimes that means saying no, but always with empathy and care Not every treatment being requested is covered on the customers policy and you need to be confident and comfortable declining treatment requests Keep our records up to date so we can give customers the best support Key skills we're looking for: Highly organised and resilient An attentive listener Focused on putting customers first Happy to build great relationships with your team and colleagues across the business Able to adapt well to change Able to follow process and Financial Conduct Authority (FCA) regulations Confident using a PC and the ability to use multiple systems at the same time Comfortable working in a busy office environment alongside colleagues There are some tasks that are essential to the performance of the role: Communicating clearly with customers via live audio calls in a fast-paced environment while wearing a headset. Reading and entering information into Bupa's core systems without the assistance of screen reader software. Navigating multiple systems while listening to customers - typing, speaking, and reading information from Bupa's core systems during live, real-time conversations. Confidently and calmly navigating changes to policy and processes to ensure customers receive the right outcome. Remaining calm when dealing with a variety of questions from customers, where there may be ambiguity and the answer may not be immediately apparent. Key information - Please read before applying: This role is not eligible for Home Office visa sponsorship. 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. During your first 15 weeks you will spend four days on site at Bupa Place (Salford Quays) and one day working from home. 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. To benefit from hybrid working, you'll need to have a private and quiet workspace, which is free from interruption, with a wired internet connection (using an ethernet cable) The recruitment process consists of a call simulation, a pre-recorded video interview and a final stage competency / customer conversation exercise based interview which is conducted via Teams. Please complete the process yourself - If we think AI has been used, we won't be able to progress your application.

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