Job Description:
Customer Relations Consultant
Dubai
Hybrid Working
Full time
Due to business requirements, we are only considering candidates who are currently based in Dubai
We make health happen
The role holder will be expected to make decisions based on customer needs in
line with existing business requirements and compliance with the necessary
regulatory framework. The Customer Relations Consultant has freedom to make decisions that drive customer satisfaction and protect the company's' profitability and the company's adherence to regulatory requirements. They will work collaboratively with other departments across Bupa Global to ensure delivery of the most effective service and achieving consistent and fair outcomes for customers.
Job Responsibilities:
Customer Fairness & Ownership: Ensure all complaints are handled fairly, consistently, and in line with regulatory requirements, taking full ownership of each case from start to resolution.
End-to-End Complaint Management: Act as the central point for all complaints (internal and external), coordinating processes and communications with customers and stakeholders.
Thorough Investigation & Assessment: Investigate complaints diligently and impartially, gather relevant information, assess outcomes fairly, and determine appropriate resolutions or redress.
Clear Communication & Resolution: Provide prompt, transparent, and non-misleading explanations of decisions, ensuring timely resolution and implementation of agreed remedial actions.
Internal Collaboration & Compliance: Liaise with internal teams, ensure data protection adherence, and support regulatory compliance, reporting, and documentation requirements.
Root Cause & Continuous Improvement: Conduct root cause analysis, identify trends, and recommend improvements to enhance customer experience and overall service quality.
Support, Reporting & Development: Contribute to reporting, quality assurance, training, complaint documentation, and provide guidance across the business while maintaining ongoing training and competency standards.
Key skills required:
Bachelor's degree holder.
UAE Customer Service Experience is a must.
UAE Complaints handling experience is preferable.
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 takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We're committed to ensuring you're treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.
If you require information regarding this role in an alternative format, please email: careers@bupa.com
Time Type:
Full timeJob Area:
Call CentreLocations:
Dubai - OIC
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.
For 10 years, Neil has shown dedication in becoming our Specialist Complaints Team Manager. Solving claims and helping people live longer, healthier, happier lives and making a better world.
Always eager to develop, challenge himself and the surrounding team, there is no stopping Neil’s progression.
