Job Description:

Customer Escalation Specialist

Salary: From £26,400 (dependant on experience and location) + Excellent Benefits
Location status: Hybrid Working
Location: Brighton

Hours: Full time - 35hrs
Contract type: Permanent

We make health happen

At Bupa, we're here to help people live longer, healthier, happier lives - and to make a better world. With no shareholders, we reinvest our profits into better healthcare. That means we can focus on what really matters: our customers and our people.

As a Customer Escalation Specialist, you'll be at the heart of our mission. You'll play a vital role in ensuring our customers feel heard, supported, and valued - especially when things haven't gone to plan. This is your chance to make a real difference, every day.

Key Responsibilities

In this role, you'll be the go-to person for resolving customer complaints and dissatisfaction across multiple channels - phone, email, web chat, and letter. You'll:

• Take ownership of individual complaints, managing them from start to finish
• Investigate issues thoroughly and fairly, gathering all the facts to make informed decisions
• Communicate clearly and empathetically with customers, explaining outcomes and next steps
• Ensure all actions comply with regulatory standards, including FCA and TCF principles
• Record and analyse root causes to help us improve our service
• Collaborate with teams across Bupa Global to deliver consistent, fair outcomes
• Identify opportunities to enhance the customer experience and share your ideas
• Meet targets for quality, turnaround times, and customer satisfaction

What We're Looking For

We're looking for someone who's passionate about helping people and solving problems. You'll need:

• Experience handling complaints in a regulated environment (e.g. health insurance, banking, financial services)
• Excellent communication skills - written, verbal, and over the phone
• Strong attention to detail and analytical thinking
• Confidence in making decisions and taking ownership
• A customer-first mindset with empathy and resilience
• Ability to manage your own workload and adapt to change
• GCSEs (or equivalent) in Maths and English (Grade C or above)
• PC literacy and keyboard skills

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 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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