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 be able to spend time having a caring and customer focused conversation. We want you to feel empowered to guide your caller through their search for a Care Home. You’ll be able to empathise and build a great rapport with your customers, being with them every step of the way. You’ll be there from their initial call, right through to their loved one moving into one of our Care Homes. Some of our enquirers need care for a loved one immediately, others are planning for the future, so you’ll build up a caseload of enquiries and support them by keeping in touch throughout their journey. Things don’t stop with delivering an outstanding customer experience though. We believe in working together as one, so you’ll also have opportunities to be involved in driving our department forward, ensuring we always exceed customer expectations when interacting with us.
A bit about us
Bupa is one of the most well‑known and respected healthcare businesses in the world, because what we do matters. From our contact centres to our care homes; health and dental centres to our state‑of‑the‑art hospitals across all four corners of the globe, every part of our operation is dedicated to our purpose of helping people live longer, healthier, happier lives and making a better world. We pride ourselves on working with brilliant people who put our customers at the heart of everything they do. Bupa Care Homes provides expert nursing, dementia, residential and specialist care to almost 6,000 people in 130 UK homes.
The Role
This fantastic opportunity is for a small number of individuals who have a passion for delivering an exceptional, yet personalised customer experience. In return for your desire for success, we’ll make sure you receive all the training and coaching you need to fit right into our team. As well as a competitive starting salary of £25,000, you’ll be eligible for our uncapped monthly bonus scheme which is based on your personal performance. You’ll be based at our Kirkstall Forge office in Leeds but have the flexibility to work from home too. You’ll have a permanent contract working 37.5 hours per week within our opening hours of Monday to Friday 08:00 – 18:30 and Saturday 09:00 – 12:30.
What’ll you need to succeed
- Love what you do. If you enjoy helping others and have a drive for being the best you can be, you’re already halfway there!
- Be confident in leading a telephone conversation through many emotions. Our callers can be everything from upset and not knowing which way to turn, through to happy, upbeat, and ready to have a good old chat about what’s going on in their life right now.
- Have a determined, proactive attitude. We want you to provide an outstanding level of service, and we’ll reward you based on your personal performance. One of the key metrics is the number of enquirers you guide through an enquiry to admission into our Care Homes.
What it’s like to work here
We want people to ‘love working here’, so much so that it’s at the top of our agenda. We offer our people a great range of flexible benefits tailored to what’s most important to you. We’re a healthcare company, so there’s a huge focus on our people’s health and wellbeing, supported by a healthy work‑life balance and workplaces that are friendly and appealing. We’re driven by one purpose: helping people live longer, healthier, happier lives, and that means our people matter too! As a Bupa employee you’ll be entitled to benefits including 25 days holiday (increasing to 30 days with longer service), the option to buy and sell holiday, an enhanced pension plan, life assurance and income protection. You’ll join our monthly bonus scheme, variable dependent on your role and performance. We offer a health trust scheme with market‑leading medical insurance cover, including mental health support and treatment, at a greatly reduced price, plus a free health assessment every two years. Our pay package also includes family‑friendly policies, an onsite gym (or local gym discounts if no onsite gym), a season ticket loan to ease the cost of commuting, and a cycle‑to‑work scheme. We’re an inclusive organisation that celebrates diversity and welcomes everyone, assessing 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, ethnicity or origin, religion or belief, disability or age.
Legal and Equal Opportunity Statement
Bupa strives to make sure that every applicant is assessed 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, ethnicity or national origin, religion or belief, disability or age.
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