Assessment / Screening

The assessment looks at how you handle customer calls using standard process guides.

It’s designed to reflect a real contact‑centre environment and focuses on the skills you’ll use every day, including:

• Accurate typing – entering information correctly while listening to the customer
• Attentiveness – listening carefully, responding promptly and resolving calls efficiently
• Issue resolution – understanding customer needs and guiding them to the right outcome
• System navigation – moving quickly and confidently between on‑screen tools
• Service mindset – taking ownership, using positive language and treating customers with care and respect

Before you start the assessment, we recommend the following:

• Find a quiet place with minimal distractions
• Make sure you have a reliable internet connection
• Read the instructions carefully
• Use the practice tests first
• Consider using headphones for clearer audio
• Try to complete the assessment in one sitting

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.

If you pass the online assessment, you’ll move on to a video interview.

If you’re successful at this stage, the final step is a 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 have any technical issues, support is available.

You can contact your recruiter, or reach out directly to our assessment partner, SHL, via their support page.

The pre‑recorded video interview includes competency and values‑based questions relevant to our Contact Centre roles at Bupa.

We’ll be looking at how you demonstrate:

• Motivation – why you want to work at Bupa and in this role
• Emotional management – staying calm and focused under pressure
• Adaptability – being open to change and adjusting your approach when needed
• Support seeking – knowing when to ask for help and use support networks
• Purposefulness – setting goals and staying determined, even when things are challenging

When you start the interview, you’ll see a practice question first. This helps you get comfortable with the format before you begin the real interview.

What to expect in your video interview

• You’ll have time to prepare before each question
• Once an answer is submitted, you won’t be able to re‑record it
• Your interview will be reviewed by one of our recruiters — not artificial intelligence

Tips to help you prepare:

• Choose a quiet place with minimal distractions
• Make sure you have a reliable internet connection
• Read the instructions carefully before you begin
• Use the practice question to get comfortable with the format and timings
• Be specific in your examples so we can learn more about you and your experience

Your video interview will be reviewed by a member of our recruitment team.

If you’re successful, we’ll arrange a short call to explain the Bupa pre‑employment checks, answer any questions you have, and help you prepare for your final interview.

We’ll always let you know the outcome of your application.

Due to the high number of applications we receive, we’re not able to provide detailed feedback for every video interview. Thank you for your understanding.

If you have any technical issues, support is available.

You can contact your recruiter, or reach out directly to our assessment partner, SHL, via their support page.

The competency‑based interview explores the skills that matter most for this Member Service Advisor role at Bupa.

We’ll ask questions about your experience in the following areas:

• Customer focus – understanding your customers and putting their needs first
• Ownership and performance – taking responsibility for your work and results
• Learning and development – looking for opportunities to grow and improve
• Risk and compliance – working safely, responsibly and in line with regulations
• Agility and change – adapting to change and suggesting ways to make things better

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This simulates a real customer call, where you’ll respond as you would in a Member Service Advisor role. You’ll be given information to support you, and the exercise is designed to show how you handle a customer conversation—while giving you a feel for what the role is really like.

During the exercise, we’ll be looking for the following mindsets and skills:

Mindsets

• Be accountable
• Be curious
• Be present

Skills

• Acknowledge the customer
• Explain what you’ll do
• Tailor your explanation
• Provide reassurance
• End the conversation on a positive note

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Before your interview, your recruiter will send you some guidance to read through.

This will explain the customer conversation exercise and give you the background you need. The same information will also be included in your candidate brief at the start of the exercise, so take a few minutes to read it through in advance.

Top tips to help you prepare:

• Use the full 10 minutes at the start to review your brief. Everything you need is included, so avoid adding information that isn’t provided.
• You can take notes during your preparation time and refer to them during the conversation.
• It’s okay if you don’t have an answer immediately. You’re allowed a moment to think — you don’t need to respond straight away.
• If you feel unsure, recap what you’ve heard and ask a clarifying question. This helps both you and the customer.
• Treat the actor as a real customer and respond naturally. Try not to step out of the conversation.
• Most importantly, it’s normal to feel nervous. Take a deep breath and see this as a chance to experience the types of calls you’d handle in the role.

• Find a quiet place with minimal distractions
• Make sure you have a reliable internet connection and test your technology beforehand
• Prepare a few examples that demonstrate the competencies and values listed above
• Listen carefully to each question and tailor your answer to what’s being asked

Some candidates find it helpful to structure their answers using the STAR method:

• Situation (10%)
• Task (10%)
• Action (60%)
• Result (20%)

If you experience any technical issues, don’t worry. Explain what’s happened, apologise if needed, and continue when you’re able.

And if a question doesn’t go as well as you hoped, draw a line under it and focus on the next one.

Once you’ve completed the final interview, one of our recruiters will be in touch to talk through next steps.

If you’d like feedback after your final interview, you’re welcome to contact your recruiter.

If you experience any technical issues, please contact your recruiter for support.