Job Description:

Customer Service Advisor
High Street Kensington Office, London W8 5ED

Bank Contract
£13.77 per hour + Fantastic Benefits

We make health happen

Working in our UK support functions you'll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care. No matter your role, you'll have an opportunity to do work that matters. Making a difference to the lives of our customers each day.

We are looking to recruit a Customer Services Advisor to join our dynamic Consultant Clinics team within the Contact Centre team located at our head office in High Street Kensington. We will look to you to ensure that our patient experience is at the centre of all activities within your scope of responsibility. Your primary emphasis will be on efficient and effective communication at all levels to both external and internal clients. Working to strict deadlines, you will also demonstrate your ability to make decisions based on business knowledge, policy and procedures.

You'll help us make health happen by:

• Generate consultant billing charges daily.
• Enter new and update existing information into relevant systems accurately and efficiently.
• Use reports to collate information between Appointments Booking System and CRM solution.
• Use reports to identify opportunities for increasing efficiencies in clinic scheduling.
• Liaise with consultants to advise on maximising clinic capacities.
• Steering outcomes in favour of capitalising on business opportunities.
• Maintain and promote an efficient and high-quality service to all internal and external clients inclusive of patients, their families, clinicians and members of the general public.
• Maintain confidentiality of information regarding patients, families and friends at all times.
• Be responsible for ensuring the integrity and quality of both computerised and manual data.
• Administer all Contact Centre email enquiries.
• Administer all consultant email requests including the amending, cancelling and creating of new clinics.
• Carry out other duties as required by the Contact Centre supervisor.
• Administering / booking appointments via third parties including Health Services Pathways for Bupa clinics and external referral pathways.

Key Skills / Qualifications needed for this role:

• Experience working within a Contact Centre and / or with administrative duties.
• Excellent customer service skills.
• Experience working within a healthcare setting would be desirable.
• Ability to work under pressure with exemplary attention to detail.
• The ability to work well in a team.
• Experience in outbound calling desirable.
• Knowledge of medical terminology desirable but not essential.

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• Annual leave accrual paid every time you work
• Subsidised staff canteen and coffee shop led by expert caterers.
• Access to preferential rates on Bupa products, such as health assessments, menopause plan and some dental practices
• Inclusion in the NEST government pension scheme

Why Bupa?

We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to "Be you at Bupa", we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

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