Call Centre - Customer Service Advisor

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, you'll need to be confident and comfortable declining treatment requests.

How you'll help make health happen:

• Answering a variety of calls to help support our customer enquiries
• Helping customers understand what is covered by their policy – and sometimes that means saying no, but always with empathy and care
• Handling requests for treatments that are not covered on the customer's policy and confidently declining them when necessary
• Keeping our records up to date so we can give customers the best support
• Communicating clearly with customers via live audio calls in a fast‑paced environment while wearing a headset
• Reading and entering information into Bupa's core systems without the assistance of screen reader software
• Navigating multiple systems while listening to customers – typing, speaking, and reading information from Bupa's core systems during live, real‑time conversations
• Confidently and calmly navigating changes to policy and processes to ensure customers receive the right outcome
• Remaining calm when dealing with a variety of questions from customers, where there may be ambiguity and the answer may not be immediately apparent
• Being highly organised and resilient
• Being an attentive listener
• Focusing on putting customers first
• Building great relationships with your team and colleagues across the business
• Adapting well to change
• Following process and Financial Conduct Authority (FCA) regulations
• Being confident using a PC and the ability to use multiple systems at the same time
• Working comfortably in a busy office environment alongside colleagues
• This role is not eligible for Home Office visa sponsorship

Our Contact Centre operates:
Monday to Friday 8am – 8pm and Saturday 8am – 4pm. Your shifts will be on rotation within our operating hours, including one Saturday a month. During your first 15 weeks you will spend four days on site at Willow House, Staines (TW18 3DZ
) and one day working from home. To ensure you get the most out of your training, annual leave is not available during this time. After you have completed training, you can work from home up to three days a week. To benefit from hybrid working, you'll need to have a private and quiet workspace, which is free from interruption, with a wired internet connection (using an ethernet cable).

The recruitment process consists of a call simulation, a pre‑recorded video interview and a final stage competency / scenario‑based interview which is conducted via Teams. Please complete the process yourself – If we think AI has been used, we won't be able to progress your application.

We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do. We encourage all of our people to "Be you at Bupa", we champion diversity, and we understand the importance of our people representing the communities and customers we serve.

That's why we especially encourage applications from people with diverse backgrounds and experiences. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them. As part of our recruitment process, we are also committed to understanding whether there are any reasonable adjustments that we could implement to enable disabled applicants to perform the inherent tasks or essential functions of the role as described above.

• Holidays – 33 days including Bank Holidays. Our inclusive bank holiday approach means that you can swap up to a maximum of four of these bank/public holidays for other days of significance within the same annual leave period.
• Primary care service –…