Customer Care Adviser

Job Description

Position: Customer Care Adviser

Location: Hybrid Working - Kirkstall Forge, Leeds

Position Type: Permanent – Full Time (37.5 hours per week)

Department: Customer Care Team, Bupa Care Services

Salary: £25,000 + Uncapped Monthly Bonus Scheme

Opening Hours: Monday to Friday (08:00 – 18:30) and Saturday (09:00 – 12:30)

What are we looking for?

When is a contact centre not a contact centre? Well, for us, it’s when you do more than just take calls and process enquiries. In the Bupa Customer Care Team, we want you to spend time having a caring and customer focused conversation and feel empowered to guide your caller through their search for a Care Home. You’ll empathise and build rapport, being with customers from their initial call right through to their loved one moving into one of our Care Homes. You will build a caseload of enquiries and support them by keeping in touch throughout their journey. Delivery of an outstanding customer experience is essential and you will also have opportunities to help drive our department forward.

A Bit About Us

Bupa is one of the most well-known and respected healthcare businesses in the world. From our contact centres to our care homes, health and dental centres to our hospitals, every part of our operation is dedicated to helping people live longer, healthier, happier lives. Bupa Care Homes provides expert nursing, dementia, residential and specialist care to almost 6,000 people in 130 UK homes.

The Role

This role is for individuals who are passionate about delivering an exceptional, personalised customer experience. You will receive training and coaching, and work within our opening hours from Monday to Friday 08:00 – 18:30 and Saturday 09:00 – 12:30 on a permanent contract of 37.5 hours per week. You will be based at Kirkstall Forge office in Leeds but have flexibility to work from home. In return for your dedication you’ll receive a competitive starting salary of £25,000 and an uncapped monthly bonus scheme based on personal performance.

What’ll You Need to Succeed

• Love what you do – enjoy helping others and drive to be your best.
• Be confident in leading a telephone conversation through a range of emotions, from upset to upbeat.
• Have a determined, proactive attitude and a commitment to outstanding service; performance may be rewarded by the number of enquirers you guide through an enquiry to admission into our Care Homes.

Benefits and Working Life

We offer flexible benefits tailored to your needs. Health and wellbeing is a priority; you are entitled to a medical insurance cover with mental health support, a free health assessment every two years, and family‑friendly policies. Paid holiday begins at 25 days and increases to 30 days with longer service. You join our monthly bonus scheme. You can keep fit at our free onsite gyms or local gym discounts, and receive a season ticket loan and cycle‑to‑work scheme. Our working spaces are friendly and appealing.

Equal Opportunity Employer

We are an inclusive organisation that celebrates diversity and welcomes everyone – all talents and backgrounds. Bupa assesses every applicant solely on the basis of personal merit and qualifications, regardless of gender, sexual orientation, pregnancy or maternity, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.

Time Type

Full time

Job Area

Administration

Location

Kirkstall Forge

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