As a Member Service Advisor, you’ll be there for our customers when it matters most—supporting them with care, empathy and clear guidance.
The role is rewarding but can be challenging, so our assessment process is designed to make sure it’s the right fit for you and that you have what you need to succeed.
If you’d like to check whether the role suits you before you begin, you can take our role compatibility quiz here.
We're happy to provide adjustments during our assessment process to help you feel confident and ready.
Please click here to email our recruitment support team 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.
You must be able to carry out the following tasks which are essential to the performance of the role:
Once you’ve applied, we’ll email you a link to an online assessment.
It gives you a feel for what the role is really like and helps you understand the day‑to‑day work.
It’s quick to complete and designed to help you decide if the role is right for you.
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:
Before you start the assessment, we recommend the following:
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.
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 online assessment 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 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.
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 includes competency and values‑based questions relevant to our Contact Centre roles at Bupa.
We’ll be looking at how you demonstrate:
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
Tips to help you prepare:
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 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.
After your call with our recruitment team, you’ll be invited to a final interview.
This will take place virtually on Microsoft Teams and includes:
You can choose which part to complete first, and you’ll have a short break in between.
Please note that we ask candidates not to use AI tools during the live interview
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:
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
Skills
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:
Some candidates find it helpful to structure their answers using the STAR method:
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.
