Job Description Contact Centre Agent **High Street Kensington Office, London W8 5ED

Bank Contract

£12.71ph + Fantastic Benefits** Full Time – 37.5 hrs a week (Our shifts run between the hours of 8am and 8pm, Monday – Friday with Saturdays 8am to 2pm on a rotational basis) We make health happen

Working in our UK support functions you’ll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care. No matter your role, you’ll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day.

The role of the customer service officer is to provide excellent and qualitative service to existing and prospective patients. You will personalise the service you provide by understanding the reasons for seeking treatment to validate their suitability for such treatment. You will promote the benefits of our products and services by assuring patients that they are in the hands of the most capable in the private healthcare industry.

The role includes a high level of telephone and email communication dealing with both incoming and outgoing calls and emails. The successful candidate will be expected to support the contact centre team within the Operations department.

How You’ll Help Us Make Health Happen

• To always ensure the qualitative delivery of service to patients.
• To become the primary point of contact for patients, clinicians and support teams.
• Ensure the delivery of service against core standard operating models.
• Thorough understanding of product / service including opportunities to be gained.
• Adopt the prescribed approach to clearly explain services and procedures including handling obstacles to convert enquiries to confirmed bookings as appropriate.
• Build strong working relationships with patients and promote the services of Bupa Cromwell hospital.
• Develop strong internal relationships with other teams in the hospital including general business support.
• Ideas generation for improvements to systems and processes to facilitate the hospital’s strategic objectives.
• Effectively manage calls, emails and chat enquiries.
• Update and maintain patient records in bespoke systems.

Benefits 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. 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:

• Annual leave accrual paid every time you work
• Subsidised staff canteen and coffee shop led by expert caterers.
• Access to preferential rates on Bupa products, such as health assessments, menopause plan and some dental practices
• Inclusion in the NEST government pension scheme

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.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

Time Type Full time

Job Area Administration

Locations

Cromwell HSK