Customer Relations Executive

Customer Complaints Handler

Bupa Place, M50 3SP however applications welcome from any UK Bupa office location including Brighton, Staines or Leeds

We also offer Hybrid working so once you have completed your initial training and are competent in the role you're giving the freedom to work from home and maintain a great work life balance.

Permanent, Full Time (37.5 hours)

Salary is from £24,500 - £26K depending on location

About the job area:

We’re a team that’s passionate about leading the healthcare insurance market and improving wellbeing for all.

We take immense pride in our work, working together with determination and focus. Delivering care that our 2.2 million customers can count on, from experts they trust.

Role overview:

Day-to-day, you’ll investigate escalated complaints and weigh up the evidence to decide a fair outcome for the customer. This will include speaking to customers, listening to calls, reviewing documents, and referring specialist subject matter – such as medical reports – to appropriate teams for assessment.

What you’ll do:

You’ll need to be able to empathise with customers and see things from their point of view, then compare what they’ve said to the evidence available to you.

If we’ve done something wrong, you might need to apologise to a customer, pay a claim or offer some compensation – and you’ll be responsible for choosing the right option.

Once you’ve finished investigating, you’ll speak to customers on the phone to deliver your resolution and follow up with a letter to confirm the details.

What you’ll bring:

You must have past experience of dealing with or knowledge of the Ombudsman Services and industry regulators.

You’ll be working in an FCA-regulated environment so past experience of handling complaints and providing great customer service is essential.

Excellent communication skills – both verbal and written – are a must.

You’ll also need good problem-solving skills, a keen eye for detail and the ability to analyse evidence objectively.

You’ll manage your own workload, so you’ll need to be organised and able to prioritise your cases.

Why Bupa?

We are a health insurer and provider. With no shareholders, our customers are our focus. We reinvest profits into providing more and better healthcare for the benefit of current and future customers.

We are proud to announce that Bupa won two awards at the COVER Magazine Customer Care Awards. Including Best Health Insurance and Best Mental Health Support Service (Provider). We were also highly commended for the Best Marketing Team award.

Our benefits are driven by what matters to our people. It’s important to us that these benefits support a work-life balance that keeps people healthy, both mentally and physically, you’ll be eligible for:

• 25 days holiday, increasing through length of service, with option to buy or sell

• Bupa health insurance as a benefit in kind

• An enhanced pension plan, life insurance and income protection

• Annual performance-based bonus

• Onsite gyms or local discounts where no onsite gym available

• Various family friendly benefits

Diversity and Inclusion

Bupa is committed to making sure that every applicant is assessed solely on personal merit and qualifications. We actively celebrate the diversity of our colleagues and provide an inclusive environment so you can bring your true self to Bupa. We’ll make sure you are treated fairly regardless of disability or circumstance. That’s why we’re happy to offer reasonable adjustments as part of our recruitment process to anyone that needs them.

Whether you’ve found your feet or are discovering a new path.

Welcome to a place that celebrates you.

This isn’t where you've been.

This is where you're going.

This is what we have belief in.

Time Type:

Full time

Job Area:

Call Centre

Locations:

Bupa Place, Staines - Willow House