Customer Complaints Handler
Location: Salford Quays or Staines
Type: Permanent, Full Time (37.5 hours)
Salary: From £24,500 - £26K depending on location
Work Arrangement: This role is office based with potential for Hybrid working options available once signed off - This is not a fully remote working position.
Due to a period of exceptional growth, our teams are expanding, which means we can offer this great opportunity.
About Us:
Bupa is the UK's biggest health insurance provider and official Healthcare Partner to Paralympics GB. We are a family of thousands and growing, driven by the same purpose - helping people live longer, healthier, happier lives and making a better world.
We have no shareholders to answer to; our customers are our sole focus. We reinvest our profits into providing them with better healthcare, now and in the future.
What You'll Be Doing:
1. Empathise with customers and see things from their point of view.
2. Investigate complaints and compare customer feedback to the evidence available.
3. Apologise to customers, pay claims, or offer compensation as necessary.
4. Communicate resolutions to customers via phone and follow up with a confirmation letter.
Key Skills / Qualifications:
1. Experience: Past experience of dealing with complaints and knowledge of the Ombudsman Services and industry regulators.
2. Environment: Experience in an FCA-regulated environment is essential.
3. Communication: Excellent verbal and written communication skills.
4. Problem Solving: Good problem-solving skills and a keen eye for detail.
5. Organisation: Ability to manage your own workload and prioritise cases effectively.
Benefits:
* 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 and life insurance.
* Annual performance-based bonus.
* Onsite gyms or local discounts where no onsite gym is available.
* Various other benefits and online discounts.
Why Bupa?
We're a health insurer and provider, focusing on our customers. Our people are 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" and champion diversity, understanding the importance of representing the communities and customers we serve. We especially encourage applications from people with diverse backgrounds and experiences.
Bupa is a Level 2 Disability Confident Employer, aiming to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We ensure fair treatment and offer reasonable adjustments during the recruitment process.
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