Job Description:
Contact Centre Agent
High Street Kensington Office, London W8 5ED
Bank Contract
£12.71ph + Fantastic Benefits
Full Time - 37.5 hrs a week (Our shifts run between the hours of 8am and 8pm, Monday - Friday with Saturdays 8am to 2pm on a rotational basis)
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 and every day.
The role of the customer service officer is to provide excellent and qualitative service to existing and prospective patients. You will personalise the service you provide by understanding the reasons for seeking treatment to validate their suitability for such treatment. You will promote the benefits of our products and services by assuring patients that they are in the hands of the most capable in the private healthcare industry. The role includes a high level of telephone and email communication dealing with both incoming and outgoing calls and emails. The successful candidate will be expected to support the contact centre team within the Operations department.
How you'll help us make health happen:
To always ensure the qualitative delivery of service to patients.
To become the primary point of contact for patients, clinicians and support teams.
Ensure the delivery of service against core standard operating models.
Thorough understanding of product / service including opportunities to be gained.
Adopt the prescribed approach to clearly explain services and procedures including handling obstacles to convert enquiries to confirmed bookings as appropriate.
Build strong working relationships with patients and promote the services of Bupa Cromwell hospital.
Develop strong internal relationships with other teams in the hospital including general business support.
Ideas generation for improvements to systems and processes to facilitate the hospital's strategic objectives.
Effectively manage calls, emails and chat enquiries.
Update and maintain patient records in bespoke systems.
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.
Time Type:
Full timeJob Area:
AdministrationLocations:
Cromwell HSKAt Cromwell Hospital, we have a great team of determined and loyal health care professionals. We’re continually investing in the world’s most advanced diagnostic and treatment technologies. That's why patients choose to come to us from across the UK, and more than 100 other countries around the world.
Bupa’s purpose is helping people live longer, healthier, happier lives and making a better world. We do this by providing a broad range of healthcare services, support and advice to people throughout their lives. People are at the heart of everything we do. Together, we make health happen.
Every company needs an ethos, and we're no different. Through good days and challenging times, we always work with our values in mind. These are: Brave - Make new possibilities happen. Caring - Act with empathy and respect. Responsible - Own your decisions and actions.
We don't have shareholders at Bupa, which means we're free to invest our profits where they matter: our patients, our facilities, our research, and you.
As a healthcare provider, we have a duty to do the right thing. By our customers, our people and our partners. The Bupa Code holds us to this duty. It's our promise to protect, care for, and build trust with everyone who relies on us.
Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve.
You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.Free
to be you.
Back in September 2018, we made a pledge. That we'd do whatever we could to make Bupa a diverse, kind and inclusive place to work.
Everyone deserves a positive working environment. Everyone deserves to have their voice heard. Everyone deserves freedom from bullying, harassment and discrimination.
Nikki Williams, Colleague Engagement Executive and one of our Be You At Bupa network leads shares her thoughts on why Pride is still important in 2021 and her experience of being LGBTQ+ at Bupa.
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