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Customer Service Officer
High Street Kensington Office, London W8 5ED

Hybrid Working (Offered after probation and training will be given in the office)
Permanent
£22,500 + Fantastic Benefits

Full Time – 37.5 hrs a week (Our shifts run between the hours of 8am and 8pm, Monday – Friday with Saturdays 8am to 2pm on a rotational basis)

We make health happen.

Working in our UK support functions you’ll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care. No matter your role, you’ll have an opportunity to do work that matters. Making a difference to the lives of our customers each day.

The role of the customer service officer is to provide an excellent and qualitative service to existing and prospective patients. You will personalise the service you provide by understanding the reasons for seeking treatment to validating their suitability for such treatment. You will promote the benefits of Bupa Cromwell hospital’s products and services by assuring patients that they are in the hands of the most capable in the private healthcare industry. The role includes a high level of telephone and email communication dealing with both incoming and outgoing calls and emails. The successful candidate will be expected to support both the marketing and contact centre teams within the Marketing and Commercial department.

You’ll help us make health happen by:

• To always ensure the qualitative delivery of service to patients.
• To become the primary point of contact for patients, clinicians, and support teams.
• Ensure the delivery of service against core standard operating models
• Build strong working relationship with patients and promote the services of Bupa Cromwell hospital.
• Develop strong internal relationships with other teams in the hospital including general business support.
• Effectively manage calls, emails, chat, and fax enquiries.
• Update and maintain patient records in bespoke systems.

Key Skills / Qualifications needed for this role:

• Proven sales and customer service skills from within the healthcare/insurance/financial services industry.
• Accuracy and attention to detail including excellent written and verbal communication skills.
• Participation in ideas generation and sales initiatives.
• Decision making skills.
• Strong background in effective relationship management both internally and externally.
• Competent in utilisation of MS Office including Word and Excel.
• Experience in calls and email handling within a contact centre / sales environment.
• Experience in managing customer queries and complaints.
• Can empathise with patients and assuage any anxiety in a confident and professional manner

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.

Joining Bupa in this role you will receive the following benefits and more:

• Equivalent to 25 days holiday per year, 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
• Annual performance-based bonus
• Support with travel costs via a season ticket loan or cycle2work
• Discounted access to online gym sessions through Gympass
• Various other benefits and online discounts
• Free onsite massages as a recognition for your hard work
• Opportunity to participate in our annual awards ceremony

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 we 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.

As a Disability Confident employer, we offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

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