Customer Engagement Advisor

Customer Engagement Advisor

Location: Brighton

Permanent, Full Time (35 hours per week)

Monday - Friday Shift pattern working between 8-5

Salary: From £28,400 plus sales incentive plan bonus

Hybrid working

Grade B13

We make health happen

At Bupa, our purpose is helping people live longer, healthier, happier lives and making a better world. As a healthcare company with no shareholders, we reinvest our profits into providing more and better healthcare for our customers.

As a Customer Engagement Team Member, you'll play an important role in supporting our members throughout their journey with Bupa Global. You'll speak with existing customers approaching renewal, support members with policy changes, welcome new customers and help retain members by understanding their needs and delivering excellent service.

This is a fantastic opportunity for someone who enjoys building relationships, solving problems and making a real difference to customer experiences. Every interaction matters, and you'll have the opportunity to help customers find solutions that best meet their needs while supporting the continued growth and success of Bupa Global.

Key Responsibilities

• The team are responsible for policy changes such as USA upgrades and addition of dependants, which can happen mid-term or at renewal.

• The team also takes responsibility for welcoming new members to Bupa Global, as well as mid-term check in calls. Communication with members can be via phone or email.

• Working from outbound call lists, inbound calls and email communications to address member queries with the goal of retaining and renewing the individual's membership

• Using existing sales and negotiation skills to correctly assess the members' needs, making changes to policies where appropriate

• Working towards pre-set targets and quality measures to ensure an excellent customer experience for all member interactions

• Taking full ownership for all member contact and recommend any appropriate options, from providing quotations to answering queries

• Ensuring that every opportunity to fully deliver to the member is identified and taken

• Accurately maintaining and updating all CRM systems, ensuring quality of information throughout

• What We're Looking For

• We're looking for a customer-focused individual who enjoys communicating with people, building trust and delivering positive outcomes.

• Proven sales/retentions experience is essential for this role

• Excellent listening and questioning skills to ensure all member information is identified

• Ability to advise and influence- listens and considers information leading to the application of sound business advice

• Decision making ability

• Self-motivated and target driven, with excellent planning and organisational skills

• To have a good geographical knowledge and appreciation of differing time zones

• Strong communication and interpersonal skills

• Why Bupa?

• Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.

• Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

Time Type:

• Full time

Job Area:

• Administration

Locations:

• Victory House, Brighton

• Customer Engagement Advisor

Location

Brighton

Location

Full Time

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Our purpose

Bupa’s purpose is helping people live longer, healthier, happier lives and making a better world. We do this by providing a broad range of healthcare services, support and advice to people throughout their lives. People are at the heart of everything we do. Together, we make health happen.

Our values

Every company needs an ethos, and we're no different. Through good days and challenging times, we always work with our values in mind. These are: Brave - Make new possibilities happen. Caring - Act with empathy and respect. Responsible - Own your decisions and actions.

We don't have shareholders at Bupa, which means we're free to invest our profits where they matter: our patients, our facilities, our research, and you.

As a healthcare provider, we have a duty to do the right thing. By our customers, our people and our partners. The Bupa Code holds us to this duty. It's our promise to protect, care for, and build trust with everyone who relies on us.

Free to be you

Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve.

You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.Free to be you.

Back in September 2018, we made a pledge. That we'd do whatever we could to make Bupa a diverse, kind and inclusive place to work.

Everyone deserves a positive working environment. Everyone deserves to have their voice heard. Everyone deserves freedom from bullying, harassment and discrimination.

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Customer Engagement Advisor