Customer Engagement Advisor Brighton, England
Job description
Customer Engagement Advisor
Victory House, Brighton (BN1 4FY)
Full time, Permanent
Hybrid working options
Salary starting at £25,000 per annum + commission
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.
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.
Role Overview
The Customer Engagement team are responsible for the retention of existing members who are approaching their renewal dates, as well as handling cancellation requests and maximising retention mid-term. The team are responsible for policy changes which can happen mid-term or at renewal. The team also takes responsibility for welcoming new members to Bupa Global, as well as mid-term check in calls. Communication with members can be via phone or email.
What you’ll do
Work from outbound call lists, inbound calls and email communications to address member queries with the goal of retaining and renewing the individual’s membership.
Use existing sales and negotiation skills to correctly assess the members’ needs, making changes to policies where appropriate
Work towards pre-set targets and quality measures to ensure an excellent customer experience for all member interactions.
Take full ownership for all member contact and recommend any appropriate options, from providing quotations to answering queries
Ensure that every opportunity to fully deliver to the member is identified and taken.
Accurately maintain and update all CRM systems, ensuring quality of information throughout
Accurately record all activity and results
To comply with and take into account any requirements from the UK regulators and/or any applicable local regulatory requirements
Be accountable for own time management in relation to performance targets
Be accountable for own performance against targets
Ensure Bupa Global is competitive in the marketplace by securing and maintaining a good working knowledge of all competitor products
Identify personal development areas and fully participate in all training provided by the company
Fully participate in the ongoing development of the teams workflow and process
To be a champion of change and display a positive attitude at all times towards colleagues and tasks performed
What you’ll bring
Strong communication and interpersonal skills
Excellent listening and questioning skills to ensure all member information is identified
Ability to advise and influence- listens and considers information leading to the application of sound business advice
Decision making ability
Self-motivated and target driven, with excellent planning and organisational skills
A good geographical knowledge and appreciation of differing time zones
Strong customer service skills
Ideally to have some experience of the Healthcare market
Constructively reviews and analyses own performance in order to develop potential
Why Bupa?
We are a health insurer and provider. With no shareholders, our customers are our focus. We reinvest profits into providing more and better healthcare for the benefit of current and future customers.
Our benefits are driven by what matters to our people. It’s important to us that these benefits support a work-life balance that keeps people healthy, both mentally and physically. You’ll be eligible for:
- 25 days holiday per year, pro rata to your contract.
- Access to a range of services to support your physical and mental wellbeing
- Fixed term benefits allowance
- Access to our confidential employee assistance programme
- Workplace pension
- Online discounts covering your everyday shopping, entertainment, eating out and more.
Diversity and Inclusion
Bupa is committed to making sure that every applicant is assessed solely on personal merit and qualifications. We actively celebrate the diversity of our colleagues and provide an inclusive environment so you can bring your true self to Bupa. We’ll make sure you are treated fairly. That’s why we’re happy to offer reasonable adjustments as part of our recruitment process to anyone that needs them.
Whether you’ve found your feet or are discovering a new path.
Welcome to a place that celebrates you.
This isn’t where you've been.
This is where you're going.
This is what we have belief in.
Time Type:
Full time
