Job Description:
R1174407 Fulfilment Specialist
Cairo - Egypt
A Fixed, Full Time (40 hours per week) role
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.
We offer Hybrid working so once you have completed the initial training and are competent in your role you are given the freedom to work from home some days and maintain a great work life balance.
Role overview:
This role involves a high degree of internal stakeholder involvement and the
need for supervision on a day-to-day basis will be minimal. You will take the
actions necessary to deliver to the required standards of service referring actions
to the management team when they need to be escalated.
Self-manage your daily workload and coordinate with your manager when
appropriate. Authority as per Bupa Global Delegated Authorities framework. Will
consult with other team members, Service Managers and other internal
departments.
What you'll do:
• Take end to end ownership for the resolution of all customer fulfilment enquiries (internal and external customers)
• Accurately maintain and update customer records on the customer management system. Ensure that records are accurately updated whenever a customer makes contact
• Ensure the tracking of regulated documents via scanning and updating the customer fulfilment governance management system upon dispatch or return of post/e-docs
• Comply with all regulatory and governance requirements including FCA and Treating Customers Fairly
• Achieve all targets for contact handling, turnaround times and quality
• Sorting returned mail so that customers can be contacted for new addresses
• Contacting customers where mail has been returned to identify new contact details
• Participate in regular 121s and team meetings with your Manager
• Support new team members
• Be a role model for the team demonstrating outstanding personal behaviours and performance
• Be a Customer Service Champion within the Fulfilment Team. Contribute to the continuous improvement process by challenging exiting process and contributing ideas for improvement.
What you'll bring:
Relevant qualification in data analysis or related studies useful but
not essential.
• A high level of competency in all Microsoft software is desirable.
• Previous experience in the delivery of fulfilment services
• A track record of achieving and exceeding productivity and quality
• targets in a high performing team environment
• Highly customer focused.
• Excellent interpersonal, communication and influencing skills are
required with emphasis on achieving results and successful
outcomes.
Diversity and Inclusion
Bupa is committed to making sure that every applicant is assessed based on personal merit and qualifications. We actively celebrate the diversity of our colleagues and provide an inclusive environment so you can truly be you at Bupa. We want to ensure you are treated regardless of disability or circumstance. That's why we're happy to offer reasonable adjustments as part of our recruitment process to anyone that needs them.
Time Type:
Full timeJob Area:
AdministrationLocations:
Egypt - Cairo
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 challeging 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.
Every day is about building a fairer and more inclusive society. Reflecting on this we reinforce our ‘Everyone’s welcome’ pledge in which we are committed to.
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