Call Centre Business Support Hub Adviser

Job Description:

Business Support Hub Adviser

Bupa Place, Salford Quays

Permanent

Full time - 37.5 hours per week between Mon - Fri, 8am - 6pm (rotating shift pattern)

£26,600

This role is fully office based with potential for hybrid working (2 days/week) available once signed off. This is not a fully remote working position. Please note that we are unable to offer sponsorship for this position.

We make health happen:

At Bupa, our purpose is to help people live longer, healthier, happier lives and make a better world. We champion diversity and believe our people should reflect the communities and customers we serve. You'll find an inclusive environment where you can be yourself while doing work that genuinely makes a difference.

As a Business Support Hub Team Advisor, you'll provide technical and administrative support across our B2B Sales teams, acting as a key point of contact for customer queries and helping to deliver an excellent service experience for our clients, intermediaries and business partners.

How you'll help us make health happen:

• Support B2B customers by responding to and resolving queries through phone, email and webchat channels.
• Build and maintain strong relationships with customers, brokers, account managers and internal stakeholders.
• Take ownership of customer queries, issues and complaints, ensuring they are resolved effectively and professionally.
• Support customers using Bupa Connect and help resolve technical platform queries.
• Manage inbound and outbound customer communications while meeting service standards and performance targets.
• Ensure customer requests are handled accurately and within agreed timescales.
• Record all customer interactions accurately across relevant systems.
• Develop a strong understanding of Bupa products, services and digital tools to provide effective support.

Key Skills / Qualifications needed for this role:

Essential

• Excellent telephony and verbal communication skills, as this role is heavily phone based.
• Strong customer service experience with the ability to build positive relationships.
• Good problem-solving skills.
• Strong organisational and time-management skills.
• Ability to work under pressure in a regulated environment.
• Strong listening skills and the ability to tailor your approach to different customers.
• Good numerical skills and confidence working with invoices and customer account information.
• Strong IT skills, including Microsoft Office.
• Ability to work independently and use initiative.

What you'll bring

• A positive and resilient approach, particularly when handling challenging situations.
• The ability to adapt where needed as calls will be varied on a daily basis.
• The ability to remain calm and professional when dealing with sensitive customer matters.
• Strong attention to detail.
• A collaborative, team-focused mindset.
• A genuine passion for helping customers and solving problems.

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.

• 25 days holiday, increasing through length of service, with option to buy or sell
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Onsite gyms or local discounts where no onsite gym available
• Various other benefits and online discounts

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. If you require information regarding this role in an alternative format, please email: careers@bupa.com

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