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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills by effectively answering inquiries and navigating health insurance policies while adhering to Financial Conduct Authority regulations. Capable of maintaining accurate records and managing multiple systems in a fast-paced environment.
Highest-signal resume keywords
Customer ServiceFinancial Conduct Authority (FCA) RegulationsCall HandlingOrganizational SkillsAdaptability
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Record KeepingPolicy NavigationInformation EntryCall SimulationMulti-System Navigation
Soft Skills
EmpathyActive ListeningRelationship BuildingCalm Under PressureCustomer Focus
Tools & Technologies
PC ProficiencyHeadset CommunicationCore Systems Navigation
Industry Keywords
Contact CentreHealth InsuranceCustomer CallsProcess ChangesHybrid Working
About the role
Key responsibilities & impact- Answer a variety of customer calls in the Contact Centre
- Help customers understand what is covered by their Bupa health insurance policy
- Confidently and empathetically decline treatment requests that are not covered
- Keep customer records up to date
- Navigate policy and process changes to ensure customers receive the right outcome
- Handle varied customer questions calmly in a fast-paced, real-time environment
- Complete a call simulation, pre-recorded video interview, and final competency/customer conversation exercise during recruitment
Requirements
What you’ll need- Highly organised and resilient
- Attentive listener
- Focused on putting customers first
- Able to build relationships with team members and colleagues across the business
- Able to adapt well to change
- Able to follow process and Financial Conduct Authority (FCA) regulations
- Confident using a PC and multiple systems simultaneously
- Comfortable working in a busy office environment alongside colleagues
- Able to communicate clearly with customers via live audio calls while wearing a headset
- Able to read and enter information into Bupa’s core systems without screen reader software
- Able to navigate multiple systems while listening, typing, speaking, and reading during live conversations
- Able to remain calm when handling ambiguous customer questions
- Private, quiet home workspace free from interruption with a wired internet connection for hybrid working
- Must not require Home Office visa sponsorship
- Able to work rotating shifts Monday-Friday 8am-8pm and Saturday 8am-4pm, including one Saturday per month
Benefits
Comp & perks- 33 days holiday including Bank Holidays
- Ability to swap up to four bank/public holidays for other significant days
- Primary care service including remote GP, physiotherapy, and mental health support
- Annual allowance up to £350 redeemable against Bupa healthcare products
- Free health assessment every two years for permanent employees
- Optional bespoke medical insurance benefits package for eligible employees and families
- Wagestream early access to up to 40% of earned wages
- Bupa pension plans or automatic enrolment into NEST workplace pension scheme
- My Bupa Extras discounts and cashback deals
- Adoption, birth parent, and co-parenting support for Pay & Leave
- Extensive L&D program, internal development, and access to apprenticeships
- Hybrid working with up to three days per week from home after training