Delivery and Operations Customer Retention Consultant

Job Description:

Customer Retention Consultant

Dublin - hybrid with 2 days a week in the office

Permanent

Full time - 37.5 hours per week

Salary - €39,200 + Sales Incentive Plan

We try to consider all types of flexibility, including locations, hours and working patterns.

We make health happen:

At Bupa, our purpose is simple: helping people live longer, healthier, happier lives and making a better world. As a healthcare provider and insurer with no shareholders, we reinvest in our customers, patients and people, allowing us to focus on delivering exceptional experiences and outcomes.

We're looking for a Customer Retention Consultant to join our growing Bupa Global team in Dublin. This is an exciting opportunity for a customer-focused and sales-driven professional to build strong relationships with our members, support their healthcare needs and contribute to the continued success of our international business. In this role, you'll play a vital part in helping customers make informed decisions about their healthcare cover while delivering an outstanding experience at every stage of their journey.

Working within a diverse and collaborative team, you'll engage with customers across the EEA region, providing expert guidance, supporting renewals and retention activity, and identifying opportunities to grow customer relationships through a consultative approach.

What you'll do:

As a Customer Retention Consultant, you'll be responsible for:

• Managing a portfolio of customers and supporting retention, renewals, account growth and sales activity through inbound and outbound contact

• Understanding customer needs and providing tailored information and guidance on Bupa Global products and services.

• Handling customer sales enquiries and working proactively to achieve positive customer and business outcomes.

• Building long-term customer relationships through excellent service and professional communication.

• Identifying opportunities during renewal conversations and supporting customer retention initiatives.

• Maintaining accurate customer information and ensuring records are updated following every interaction.

• Keeping your product and market knowledge up to date to provide customers with accurate and relevant information.

• Working within regulatory requirements and compliance standards while always delivering fair customer outcomes.

What we're looking for

We're looking for someone who is passionate about delivering excellent customer experiences and achieving great results.

You'll ideally have:

• Fluency in English. Additional European language skills would be advantageous.
• A proven track record of achieving or exceeding sales and quality targets.
• Strong customer service experience with the ability to build trust and rapport with customers.
• Excellent communication, interpersonal and influencing skills.
• Experience working in a customer-facing or contact centre environment.
• Experience selling high-value products or services, ideally within a premium customer segment.
• Strong organisational and time management skills with the ability to manage competing priorities.
• Good decision-making skills and a proactive approach to problem solving.
• An appreciation of working across different countries and time zones.
• A self-motivated, resilient and target-focused mindset.

Why Bupa?

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.

Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

Conduct Standards:

This role is subject to the Central Bank of Ireland (CBI) Individual Accountability Framework (IAF) Conduct Standards, you will need to take reasonable steps to comply with the following standards on an ongoing basis.

Common Standards

You must act with honesty and integrity. You must act with due, skill, care and diligence. You must co-operate in good faith and without delay with the CBI and other regulators. You must act in the best interests of customers and treat them fairly and professionally. You must operate in compliance with standards of market conduct and trading venue rules

Fitness and Probity:

This role is a CF role and is subject to the CBI Fitness and Probity Standards, you are required to be competent and capable, act honestly, ethically and with integrity and be financially sound on an ongoing basis.

Time Type:

Job Area:

Locations: