Customer Complaints Handler

at  Bupa Global

Customer Complaints Handler
Job Description:

YOU MUST HAVE PAST EXPERIENCE OF DEALING WITH OR 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.

ROLE OVERVIEW:

Day-to-day, you’ll investigate escalated complaints and weigh up the evidence to decide a fair outcome for the customer. This will include speaking to customers, listening to calls, reviewing documents, and referring specialist subject matter - such as medical reports - to appropriate teams for assessment.

WHAT YOU’LL DO:

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.

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 discount