Call Centre – Customer Service Advisor

Job Description

Call Centre – Customer Service Advisor

Salford Quays (M50 3SP)

Basic salary: £26,700. Potential to increase to £31,250 in the first 18 months.

Permanent – Full time, 37.5 hours per week.

As a Customer Service Advisor in our Contact Centre, you’ll be the friendly voice that helps our customers when they need us most – whether it’s something small or something serious, we’re here to make sure they feel cared for. You’ll guide them through the process to see if they are covered by their Bupa health insurance policy and be confident and comfortable declining treatment requests when necessary.

How You’ll Help Make Health Happen

• Answer a variety of calls to support customer enquiries.
• Help customers understand what’s covered by their policy, and decline coverage when appropriate, always with empathy and care.
• Keep our records up to date to provide the best support.

Key Skills We’re Looking For

• Highly organised and resilient.
• An attentive listener.
• Focused on putting customers first.
• Happy to build great relationships with team and colleagues across the business.
• Able to adapt well to change.
• Able to follow process and Financial Conduct Authority (FCA) regulations.
• Confident using a PC and the ability to use multiple systems at the same time.
• Comfortable working in a busy office environment alongside colleagues.

Essential Tasks

• Communicate clearly with customers via live audio calls in a fast‑paced environment while wearing a headset.
• Read and enter information into Bupa’s core systems without screen reader software.
• Navigate multiple systems while listening to customers, typing, speaking and reading information from Bupa’s core systems during live, real‑time conversations.
• Confidently and calmly navigate changes to policy and processes to ensure customers receive the right outcome.
• Remain calm when dealing with a variety of questions from customers, where there may be ambiguity and the answer may not be immediately apparent.

Benefits

• 33 days of holidays, including bank holidays, with an inclusive bank holiday approach.
• Primary care service – quick, easy access to support, advice and treatment, with an annual allowance of up to £350.
• Free health assessment every two years for permanent employees.
• Option to opt‑in to a bespoke medical insurance benefits package for eligible employees and families.
• Wagestream – early access up to 40% of earned wages within minutes.
• Access to Bupa pension plans and automatic enrollment into a workplace pension scheme with NEST.
• My Bupa Extras – discounts and cashback deals across a wide range of products and services.
• Parental leave support for adoption, birth parent and co‑parenting.
• Extensive L&D program including internal development and access to apprenticeships.

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