Call Centre - Customer Service Advisor

Job Description

Call Centre - Customer Service Advisor

Staines (TW18 3DZ
)

£27,100 basic salary, with opportunity to increase to £31,150 in 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 you'll need to be confident and comfortable declining treatment requests.

• Answering a variety of calls to help support our customer enquiries
• Help customers understand what's covered by their policy – and sometimes that means saying no, but always with empathy and care
• Not every treatment being requested is covered on the customers policy and you need to be confident and comfortable declining treatment requests
• Keep our records up to date so we can give customers the best support

• Highly organised and resilient
• An attentive listener
• Focused on putting customers first
• Happy to build great relationships with your 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

• 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.

• 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.

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing.

• 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 – Quick, easy access to support, advice, and treatment for a variety of health‑related issues, including remote GP, physiotherapy, and mental health support. Alongside the service, you'll have an annual allowance up to £350 which you can redeem against a menu of Bupa healthcare products.
• Every two years, permanent employees are offered a free health assessment.
• Opt‑in our bespoke…