Description
We are seeking a Customer Service Consultant to join our team at Bupa Global in Brighton. As a Customer Service Consultant, you will be responsible for ensuring an exceptional customer experience for our UK and international customers by swiftly and accurately responding to and resolving all customer requests and queries predominantly via phone.
This is a diverse and skilled customer-facing role where you will be responsible for resolving all customer queries to the customer's complete satisfaction without the need to refer the customer on. This will include resolving complex, emotive and challenging situations from all customer groups – individual and corporate.
Key responsibilities:
- Supporting customer enquiries through both inbound and outbound calls, ensuring each customer has a great experience whether it's the first call of the day or the last.
- Pre-authorise or decline treatment in line with Bupa policy coverage. Signpost platinum providers and book appointments for members using our care pathways framework, responding with empathy at all times.
- Accurately maintain our customer database, ensuring all conversations and outcomes are recorded.
- Maintain high professional standards at all times and abide by all regulatory requirements.
The role requires:
- Customer Service experience with excellent interpersonal, communication and influencing skills and focus on achieving successful outcomes.
- Ability to manage emotive, complex or difficult customer queries with empathy.
- Ability to utilise and navigate technology and internal systems accurately and effectively whilst speaking to customers.
- A track record of achieving and exceeding productivity and quality targets.
- Previous experience of working within a contact centre setting or background in the health insurance market would be beneficial however transferable skills from retail or other relevant sectors considered.
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