Customer Engagement Advisor Brighton, England
Bupa
Full Time
Brighton, England
25000 GBP ANNUAL Today
Job description
Customer Engagement Advisor
Victory House, Brighton (BN1 4FY)
Full time
Hybrid working options
Permanent
Salary starting at £25,000 per annum
Apply by 3rd March 2023
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
Benefits
Our benefits are driven by what matters to our people. We believe all our colleagues should be rewarded for their efforts. We offer a range of benefits to support both your physical and mental wellbeing such as:
- 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
At Bupa we adhere to a structured framework when awarding any changes to salary. We believe this creates a fair and consistent approach for all colleagues looking to grow or change role. For more guidance please click HERE.
Before you apply for a vacancy, please ensure your job history on your workday profile is up to date with all your career history and achievements. This will mean the Recruitment team have all the relevant information they need to review your application.
Please be aware that if you’re successful in securing this role there may be changes to your notice period and other terms and conditions, your recruiter will be able to advise what this means for you during your application.
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 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
Bupa
careers.bupa.co.uk
London, United Kingdom
Iñaki Ereño
$10+ billion (USD)
10000+ Employees
Company - Private
Healthcare Services & Hospitals
1947
