Operational Support Advisor

Operational Support Adviser 

Bupa Place, Salford Quays, Manchester 

Remote/Hybrid working  

Permanent 

£23,500 + fantastic benefits 

Full time – 37.5 hours (Including shifts and weekend work)

Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. 

Working in our 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. 

Role Overview 

You will work as part of a team covering a variety of shifts on a rota basis including evenings, weekends and public holidays to ensure these service lines are covered and that customer demand is met. The role is hybrid working, therefore flexibility to work both in a remote and office environment is required. You will also contribute to the provision of a high-quality service to Bupa Health Clinics & UK Insurance Customers, Clients, Partners and Providers by working closely with operational staff members within Wellbeing Support Services at all levels. 

What you’ll do: 

• Undertake general administrative and customer service duties as required e.g., managing mailboxes, data inputting, raising and payment of invoices. 

• Handling internal webchat queries in real time supporting our clinicians/practitioners, arrange appointments for relevant teams and process inventory tasks in an effective and timely manner. 

• Respond professionally to all telephone and external webchat enquiries, dealing with these in an appropriate manner ensuring that all queries are dealt with fully, efficiently and in line with Service Level Agreements. 

• To work within operational process and procedure, following documented guidelines including General Data Protection Regulations and Access to Medical Reports Act, 1988 and other relevant regulations. 

• Ensure compliance with operational control standards e.g. Quality Assurance standards, Privacy and Clinical Governance. Work within frameworks as set out by regulatory bodies, such as the Care Quality Commission and other external regulators. 

• To continually work with peers and team manager to analyse existing working practises, to identify ways of improving the service and enhancing the customer journey and revenue streams. 

• Adhere to and demonstrate an up-to-date knowledge of Bupa’s products, policies and procedures. 

• To proactively resolve all queries/incidents at point of contact or escalate concerns/complaints/incidents to the relevant service line, ensuring these are documented within our Complaints/Incident Management System; Datix. 

• To actively participate in internal/external meetings as required. 

• To undertake other duties as may be necessary in line with the changing nature of the business. 

What you’ll bring: 

• Previous experience of working in a customer services environment and demonstrates strong customer focus skills. 

• PC literate with good knowledge of Windows based packages. 

• Must have the ability to combine talking and typing skills. 

• Excellent communication skills 

• Time management skills and the ability to work quickly and accurately in a pressurised environment. 

• Ability to work on own initiative and make decisions within the protocols set down with minimal supervision. 

• Be adaptable and flexible with the ability to learn new skills and adapt to a changing environment. 

Why Bupa?  

We are a health insurer and provider. With no shareholders, our customers are our focus. We reinvest profits into providing more and better healthcare for the benefit of current and future customers. 

Our benefits are driven by what matters to our people. We believe all our colleagues should be rewarded for their efforts. We offer a range of benefits to support both your physical and mental wellbeing such as: 

• 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