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.
To help us get this right from the start, we encourage sharing any initial requests for adjustments on our application form. We guarantee that any information you share will not impact your application outcome.
We'll also invite you to share any additional requests at each stage of our assessment process.
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: https://www.shl.com/shldirect/en/practice-tests/
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.
We'll 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 online assessment. We appreciate your understanding.
If you experience any technical problems, you can either reach out to your recruiter or to our test supplier SHL. SHL can be contacted via this link: https://support.shl.com/categories.html?hl=en&c=10_91_12_
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 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 to our test supplier SHL. SHL can be contacted via this link: https://support.shl.com/categories.html?hl=en&c=10_91_12_
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:
Collaboration and Influence
Definition - Building relationships and working with others to achieve shared goals for Bupa.
Example Interview Question: Tell me about a time when you had to adapt your communication style to better suit who you were speaking to?
Development and Capability
Definition - Take every opportunity to learn and develop yourself.
Example Interview Question: When was the last time you worked on something to develop or improve how you work?
Direction and commercial thinking
Definition - Understanding and focusing on how you can add value to Bupa in your role.
Example Interview Question: What are the strengths you can bring that will help Bupa deliver what it needs to?
Ownership and performance
Definition - Taking responsibility for driving your own performance.
Example Interview Question: This role can be very busy and often involves working under tight timeconstraints, how do you think you would manage your time?
Risk Management and Compliance
Definition - Managing risk in your role and complying with regulations to do what’s right.
Example Interview Question: Please give an example of time when you have acted in line with company rules and regulations.
Customer obesession
Definition - Know your customer and put their needs first to deliver excellent experiences.
Example Interview Question: Can you describe a time you delivered an excellent outcome for
someone on a project or piece of work?
Agiility and change
Definition - Getting excited about change and suggesting improvements to make things better.
Example Interview Question: Can you tell me about a time you have needed to work in a different way to get something done?
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.
