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Customer Engagement Adviser
Apply locations Brighton
Time type: Full time
Posted on: Posted 2 Days Ago
Job requisition id: R1181583
Job Description:
Customer Engagement Adviser
Victory House, Brighton (BN1 4FY)
Hybrid – Up to 3 Days WFH
Permanent
From £27,300 (Depending on Experience) + Commission and Fantastic Benefits
Full time (35 Hours)
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.
The role
The Customer Engagement team is responsible for the retention of existing members who are approaching their renewal dates, as well as handling cancellation requests and maximizing retention mid-term.
The team is 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.
You will receive and make calls regarding Bupa Global memberships and be responsible for effectively identifying our customer needs in order to advise and retain members. You will also be responsible for ensuring individual and team performance targets are met.
You will need to maintain the quality of member records through accurately recording information during and post-call to ensure we are able to analyze the effectiveness of these actions and improve our processes going forward.
You’ll help us make health happen by:
* 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 of all member contact and recommending any appropriate options, from providing quotations to answering queries.
* Ensuring that every opportunity to fully deliver to the member is identified and taken.
Key Skills / Qualifications needed for this role:
* Strong communication and interpersonal skills.
* 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 organizational skills.
* Good geographical knowledge and appreciation of differing time zones.
* Proven sales record and strong customer service skills.
* Ideally, some experience in the Healthcare market.
* Constructively reviews and analyzes own performance in order to develop potential.
Benefits:
Our benefits are designed to make health happen for our people. Viva is our global wellbeing program and includes all aspects of our health – from mental and physical, to financial, social, and environmental wellbeing. We support flexible working and have a range of family-friendly benefits.
Joining Bupa in this role you will receive the following benefits and more:
* 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.
* Onsite gyms or local discounts where no onsite gym available.
* Various other benefits and online discounts.
Why Bupa?
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.
As a Disability Confident employer, we offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.
About Us
Be at the heart of helping people live longer, healthier, happier lives and making a better world. We employ more than 80,000 people globally who are making this a reality. If you've got the belief, the drive, and the talent to help us in our ambition then we’d like to hear from you. Wherever you work, one thing stands out about Bupa people. Our customers are our passion – they’re at the heart of our positively different culture of care. At Bupa, you’ll be challenged, you’ll be encouraged to innovate, and collaborate with colleagues who are committed to delivering exceptional experiences. We trust, respect, and consider everyone, knowing your difference will make the difference.
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