Job Description: Customer Complaints Handler Salford Quays or Staines Permanent, Full Time (37.5 hours) Salary is from £28,200 This role is office based with potential for Hybrid working options available once signed off - This is not a fully remote working position Due to a period of exceptional growth our teams are expanding which means we can offer this great opportunity. We make health happen. Bupa is the UK’s biggest health insurance provider and official Healthcare Partner to Paralympics GB. We are a family of thousands and growing. Brave, committed and compassionate people, all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We have no shareholders to answer to; our customers are our sole focus. And we reinvest our profits into providing them with better healthcare, now and in the future. What you'll be doing You’ll need to be able to empathise with customers and see things from their point of view, then compare what they’ve said to the evidence available to you. If we’ve done something wrong, you might need to apologise to a customer, pay a claim or offer some compensation – and you’ll be responsible for choosing the right option. Once you’ve finished investigating, you’ll speak to customers on the phone to deliver your resolution and follow up with a letter to confirm the details. Key Skills / Qualifications needed for this role: *You must have past experience of dealing with complaints and knowledge of the Ombudsman Services and industry regulators.* You’ll be working in an FCA-regulated environment so past experience of handling complaints and providing great customer service is essential. Excellent communication skills – both verbal and written – are a must and these will be assessed as part of the interview process. You’ll also need good problem-solving skills, a keen eye for detail and the ability to analyse evidence objectively. You’ll manage your own workload, so you’ll need to be organised and able to prioritise your cases. 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 • Annual performance-based bonus • 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. 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: Call Centre Locations: Bupa Place, Staines - Willow House 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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