Thank you for applying to join our Member Service Team at Bupa! Our Member Service Advisors play a crucial role in delivering exceptional service when it matters most, contributing significantly to our ambition of becoming the world’s most customer-centric healthcare provider.
The role is incredibly rewarding, offering you the chance to make a real difference in people's lives.
Our calls require resilience and patience, so we have thoughtfully designed our assessment process to ensure that this role is the right fit for you and that you possess the qualities needed to succeed.
If you would like to take our role compatability quiz before starting our assessment process, click here.
We're happy to provide adjustments during our assessment process to help you feel confident and ready.
Just email recruitmentsupport@bupa.com if you would like to make a request.
This is not an exhaustive list, we’ll consider any adjustments that you might need. The support we offer will continue if you join Bupa. We welcome any conversations surrounding workplace adjustments.
Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We’re committed to ensuring you’re treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.
After you have applied, you'll be emailed a link for an online assessment that offers you a flavour of what the job entails – This doesn’t take long to do and will help you understand more about the day to day job.
The assessment measures your ability to handle customer queries over a call by referring to standard process documents. It is designed to assess multiple skills related to customer contact roles. These skills include:
When clicking the link to start your assessment, you will be presented with a practice question. This will help you get a feel for the format and what to expect. We also suggest that you look at the practice tests online. You can find the full practice test here.
Practical advice
Preparing to Perform at Your Best
To help you feel confident and comfortable with the assessment process, consider the following preparation activities...
Practice tests:
Before you begin, you can take a practice test. This uses US formats (for example, zip codes), but the live assessment will be in UK format.
When you click the link to start your assessment, you’ll first watch a short video explaining the format and style of the test. You’ll also have the option to try a practice question—taking time to do this can help you feel more confident before starting the live assessment.
Please note: Audio clips can be replayed during the assessment, but each replay may affect your score. We recommend using replays thoughtfully, balancing the need for accuracy with the ability to capture and process information efficiently.
If you pass the online assessment, you will then progress to a video interview stage. Should you be also successful at video interview, you will then progress to the final stage which is the hiring manager assessment.
Due to the high number of applications we receive, we’re not able to provide detailed feedback on every online assessment. Thank you for your understanding.
If you experience any technical problems, you can either reach out to your recruiter or reach out directly to our assessment partner via their support page here.
Your online assessment is assessed automatically against criteria that are relevant to the role. Your performance is then automatically compared with a relevant benchmark group to generate a percentile ranking score.
If you achieve the required ranking, you'll automatically move on to the next stage of the recruitment process.
If you'd like more information about your assessment outcome, or if there were circumstances that may have affected your performance, please contact our Recruitment Team. They'll review your query and consider any additional information you'd like to share.
We retain data from the Call Simulation in line with our retention policy. To find out more about how we collect, use and store your personal information, and about your privacy rights, please read our Applicant Privacy Notice.
If you pass the online assessment, you’ll be invited to a pre-recorded video interview. This is your chance to tell us more about your experience and what motivated you to apply for this role at Bupa.
The pre-recorded video interview will ask you some competency and value-based questions relevant to a role in our Contact Centre at Bupa. We’ll be assessing:
When you start your video interview, you’ll see a practice question first. This will help you get a feel for the format and what to expect.
Here are some tips:
Your video interview responses are manually reviewed by a trained Recruitment Assessor and scored against the requirements of the role.
This part of the process isn't automated. It gives us the opportunity to get to know you better through your responses and understand how your skills and experience match the role.
We retain video interview recordings and related data in line with our retention policy. To find out more about how we collect, use and store your personal information, and about your privacy rights, please read our Applicant Privacy Notice.
Your video interview will be reviewed and assessed by a member of our recruitment team. If you're successful, we'll arrange a brief call to talk through the Bupa pre employment screening requirements, answer any questions you may have, and help you prepare for your final interview.
We will always inform you of the outcome of your application, however due to the high volume of applications we receive, we're unable to provide detailed feedback for every video interview. We appreciate your understanding.
If you experience any technical problems, you can either reach out to your recruiter or reach out directly to our assessment partner via their support page here.
After your call with one of our recruitment team, you will be invited to a final interview. This is your chance to showcase how you align to the values and competencies required for this role at Bupa.
The interview will be conducted virtually using MS Teams.
The interview will begin with a series of questions exploring the competencies and values critical to the role at Bupa. In the second half, you will be presented with a couple of scenarios of potential situations you might face in the role, and asked how you would handle them.
The values and competencies we will be measuring in this final interview are:
Below are some tips:
Once you complete the final interview one of our recruiters will be in touch with next steps.
Reach out to your recruiter if you would like feedback following the final interview.
If you experience any technical problems, please reach out to your recruiter.