Digital Support Specialist

• Customer Digital Support Advisor

  Manchester (Salford Quays) M50 3SP

  Permanent,

  Full Time (37.5 hours) –Mon – Fri 8-8 with 1 in 4 Saturdays.

  Hybrid Working available once competent in role.

  Salary £25200

  Please apply by 19th May to be considered.

  We make health happen.

  We’re a team that’s passionate about leading the healthcare insurance market and improving wellbeing for all. 

  We take immense pride in our work, working together with determination and focus. Delivering care that our 3 million customers can count on, from experts they trust. 

  Role Overview 

  This is an exciting opportunity to be at the forefront of Bupa’s digital customer service. Providing front line incident management to all our customers and clients who are unable to access Bupa’s digital propositions. You’ll effectively resolve customers issues/needs across a range of telephony and digital channels and provide insight on customer issues back into the Digital Transformation Team.

  What you’ll be doing:       

• You will be identifying where errors in data or processes prevent members accessing Bupa’s digital sites and apps.
• You’ll handle queries from high priority customers and internal account management teams.
• You’ll log incidents to the IT Support Teams with clear, accurate information and ensure that members are kept up to date with progress towards resolution of their issues.
• You’ll handle all customer enquiries via multiple channels, whilst utilising customer handling techniques to rescue customer engagement where the Bupa processes have failed. Fully investigating and resolving, all complaints.
• You’ll educate customers on how to use their digital insurance technology and the functionality, seeking technical guidance as required and maintaining Bupa systems.

• How you’ll help us make health happen: 

  The role holder is expected to have the following experience:

• Previous experience of working in a digital customer services environment and demonstrates a strong customer focus.
• Ability to work with complexity and understand technical architecture of the Bupa Digital propositions whilst being able to handle queries independently in multiple channels with knowledge, confidence, maturity and tact
• Ability to tailor your approach to each customer through effective conversation and listening skills.
• Ability to combine talking and typing skills whilst using multiple systems simultaneously is essential.
• Excellent communication skills, including both telephone and letter writing skills, and the ability to deal effectively with multiple customers through different mediums.
• PC literate with good knowledge of Windows based packages.
• Flexibility to adapt your way of working within a changing environment

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:
• 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
• 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.