Customer Engagement Advisor - Bupa Global

The Customer Engagement team are responsible for maximising the retention of existing members who are approaching their renewal dates through phone and email communications. The team also takes responsibility for welcoming new members to Bupa Global.

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 analyse the effectiveness of these actions and improve our processes going forward.

Main Responsibilities

• Work from outbound call lists, inbound call transfers and email communications to address member issues and queries with the goal of retaining or renewing the individual's membership.
• Work towards pre-set targets and quality measures to ensure an excellent customer experience for all member interactions.
• Use existing sales and negotiation skills to correctly assess the members' needs, making changes to policies where appropriate
• Take full ownership for all member contact and recommend any appropriate options, from providing quotations through to taking all appropriate actions
• Ensure that every opportunity to fully deliver to the member is identified and taken.
• Accurately maintain and update all paper and computerised systems, ensuring quality of information throughout
• Accurately record all activity and results
• To comply with and take into account any requirements from the UK regulators and/or any applicable local regulatory requirements
• Be accountable for own time management in relation to performance targets
• Be accountable for own performance against targets
• Ensure Bupa Global is competitive in the marketplace by securing and maintaining a good working knowledge of all competitor products
• Identify personal development areas and fully participate in all training provided by the company
• Fully participate in the ongoing development of the teams workflow and process
• To be a champion of change and display a positive attitude at all times towards colleagues and tasks performed

The Ideal Candidate

• 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 organisational skills
• To have a good geographical knowledge and appreciation of differing time zones
• Proven sales record and strong customer service skills
• Ideally to have some experience of the Healthcare market
• Constructively reviews and analyses own performance in order to develop potential

About The Company

Bupa's purpose is longer, healthier, happier lives.

As a leading global health and care company, we offer health insurance, medical subscription and other health and care funding products; we run care homes, retirement and care villages, primary care, diagnostic and wellness centres, hospitals and dental clinics. We also provide workplace health services, home healthcare, health assessments and long-term condition management services. We have 32M customers globally. With no shareholders, we invest our profits to provide more and better healthcare and fulfil our purpose. We employ 86,000 people, principally in the UK, Australia, Spain, Poland, New Zealand and Chile, as well as Saudi Arabia, Hong Kong, India, and the USA.

We have grown significantly, particularly through 2013 to 2015, when we accelerated execution of our strategic vision. We are similar in revenue and profit to Marks & Spencer, and larger than Heinz in revenue. Because Bupa does not have shareholders it does not have a listing, but if it did it would be in the FTSE 100. Bupa is not a mutual or a charity but a company limited by guarantee that seeks to maximise its profits in order to fulfil its purpose. With customers in virtually every country in the world and 70% of its revenues now generated outside the UK, Bupa is a truly international organisation.

International Markets

Bupa's International Markets (IM) unit has 16 million customers across all continents around the world. It manages a portfolio of businesses, including a large international health insurance, travel insurance and medical assistance business called Bupa Global, as well as established domestic health insurance businesses in Hong Kong and Brazil, two associate health insurance companies in Saudi Arabia (34.25% Bupa ownership) and India (49% Bupa ownership), and Hong Kong's largest private clinic network.

Bupa Global

Bupa Global provides products and services worldwide to people who want access to premium health and care at home or as they study, live, travel or work abroad. We provide international health insurance, travel insurance and medical assistance to individuals, small businesses and global corporate customers all around the world.

Bupa Global has over 1,800 employees and has offices in London and Brighton (UK), Miami (USA), Copenhagen (Denmark), Hong Kong (Greater China), and Dubai (UAE), as well as in Egypt, Mexico, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador. Bupa Global is currently organised around five regional hubs: Bupa Global Africa, India & Middle East; Bupa Global Greater China; Bupa Global Latin America; Bupa Global North America and Bupa Global Europe.