Customer Support Executive

Job Description:

Customer Support Executive

Location status: Hybrid Working
Location: Salford Quays - Manchester

Salary: From £24,000 (dependent on experience) + Excellent Benefits

Hours: Full time – 37.5hrs
Contract type: Permanent

We make health happen

The role holder will ensure that all customer updates are processed accurately and within service levels adhering to local quality and operational metrics.  They will use verbal and written methods to communicate with members, clients, internal departments and outsourced colleagues on account administration queries.  They will ensure the quality of the information loaded into the BUPA operating system is in line with business standards & quality metrics.  The role holder will input MI information into the appropriate MI systems to allow for accurate management information.

They will ensure any complaints received from members or clients relating to customer support queries are logged onto BUPA complaints management system, investigated and resolved, escalating to their STM where appropriate

Key Responsibilities:

• Maintain all group and member records by whichever method of the customers preference.  These include but are not limited to – Enrolment, lapse, update, audits
• Update relevant systems, ensuring all areas of the business are able to view current information
• Complete and assist colleagues in the resolution of all group and member queries including outsourced partner queries.
• Liaison with internal departments of BUPA and outsourced partners
• Liaison with all customer groups to acquire essential membership information
• Develop and maintain an up to date and accurate knowledge of appropriate BUPA products, policies and initiatives in order to ensure that all queries are answered accurately.
• Ensure that they input appropriately onto MI reporting systems to enable membership work to be tracked and worked within KPI
• Ensure work is sent appropriately to outsourcing partners

What We’re Looking For:

• Educated to GCSE standard or equivalent (with grade C passes in Maths and English).
• The ability to investigate, resolve and communicate internally & externally general queries
• Excellent PC and Keyboard skills
• Detailed knowledge of Microsoft applications (Word & Excel)
• A very high standard of communication skills, both written and verbal
• Ability to remain confident, positive and calm in a pressurised environment
• Able to prioritise and organise own work
• Able to work on own initiative

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: [email protected]

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