Overview
Permanent and Temporary opportunities. Hybrid working available after training. Salary £25,200. Please note successful candidates must be available to start on 3 November. The training period will be approximately 4 weeks, which will be fully office based and no holidays can be taken during this period. After training, we operate a hybrid model with 2 office days per week.
Job Details
Role: Customer Digital Support Specialist
Location: Manchester (Salford Quays) M50 3SP
Employment: Permanent and Temporary opportunities
Hours: Full Time (37.5 hours) Mon – Fri (shifts between 8am-8pm) with 1 in 4 Saturdays
Training: Office-based for ~4 weeks; no holidays during training. Post-training, hybrid model with 2 office days per week.
About Us
We make health happen. We’re a team passionate about leading the healthcare insurance market and improving wellbeing for all. We take pride in delivering care that our 3 million customers can count on, from experts they trust.
You’ll Help Us Make Health Happen By
* Providing front line incident management to customers and clients who are unable to access Bupa’s digital propositions.
* Resolving customer issues/needs across telephony and digital channels and providing insight on customer issues back into the Digital Transformation Team.
* Logging incidents with clear, accurate information and keeping members updated on progress toward resolution.
* Handling all customer inquiries via multiple channels, using customer handling techniques to rescue engagement when Bupa processes have failed, and fully investigating and resolving complaints.
* Educating customers on how to use their digital insurance technology and functionality; seeking technical guidance as required and maintaining Bupa systems.
What You’ll Be Doing
* Identify where errors in data or processes prevent members from accessing Bupa’s digital sites and apps.
* Handle queries from high-priority customers and internal account management teams.
* Log incidents to IT Support with clear information and keep members updated on progress toward resolution.
* Handle all customer enquiries via multiple channels, resolve complaints, and maintain customer engagement.
* Educate customers on digital tools and assist with troubleshooting and guidance as required.
Key Skills / Qualifications
* Previous experience in a digital customer services environment is preferred but not essential; strong customer focus is required.
* Ability to understand the technical architecture of Bupa Digital propositions and handle queries across multiple channels with confidence and tact.
* Strong communication and listening skills; ability to tailor approach to each customer.
* Ability to type and talk simultaneously while using multiple systems.
* Excellent telephone and written communication skills; ability to manage multiple customers across different mediums.
* PC literacy with good knowledge of Windows-based packages.
* Flexibility to adapt to changing environments.
Before you apply, ensure your CV is up to date with all career history and achievements so the Recruitment team has all relevant information. If you are suspected of using AI at any point during our recruitment process, you will be declined.
Important: This role is not eligible for sponsorship under current Home Office rules.
Benefits
* 25 days holiday, increasing with length of service; 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 a customer focus. Our people are driven by a shared purpose – helping people live longer, healthier, happier lives and making a better world. We encourage diversity and support applications from people with diverse backgrounds and experiences. Bupa is a Level 2 Disability Confident Employer and will offer interviews to disabled applicants who meet minimum criteria and provide reasonable adjustments as needed.
Time Type
Full time
Job Area
Call Centre
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