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Location

Salford, Greater Manchester | United Kingdom

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Job description

Digital Support Specialist

Location: Bupa Place, Salford Quays

Permanent contract

Salary: Up to £23,500 DOE

Full time

We consider all types of flexibility, including locations, hours and working patterns.

We make health happen

At Bupa, we're passionate about technology. With colleagues, customers, patients and residents in mind you'll have the opportunity to work on innovative projects and make a real impact on their lives.

Right from the start you'll become part of our digital strategy, joining us on our journey and developing yourself along the way.

The purpose of this role is to provide front line incident management to all Bupa customers and clients who are unable to access Bupa's digital propositions. They will effectively resolve customers issues/needs across a range of telephony and digital channels (incl eforms, webchat, email, messaging etc) and provide insight on customer issues back into the Digital Transformation Team.

How you'll help us make health happen:

• Diagnose issues with the integrity of customer data and it's failure within the technical architecture of Bupa's digital propositions.
• Handle queries from high priority customers which cannot be serviced by our outsourced service provider.

• Provide additional support for any other onboarding issue customers are experiencing.
• Escalate accurate incident analysis to second line support teams, ensuring root cause is clear to resolve issue.
• Maintain follow up activity from second line support teams, outwardly contacting customers where necessary to keep them updated on progress or to request additional information.

Key Skills / Qualifications needed for this role:

• Previous experience of working in a digital customer services environment and demonstrates a strong customer focus.
• Ability to work with complexity and understand technical architecture of the Bupa Digital Propositions.
• Demonstrates a passion for digital. Experience of working in a matrix managed environment, with mixed teams including contractors and outsourced vendors
• Ability to tailor your approach to each customer through effective conversation and listening skills.
• Must have the ability to combine talking and typing skills.
• Excellent communication skills, including both telephone and letter writing skills, and the ability to deal effectively with multiple customers through different mediums
• PC literate with good knowledge of Windows based packages.

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 chion 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.

As a Disability Confident employer, we offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

If you would like more information on the role, require an alternative format, or would like to discuss other opportunities suited to your skills and experience, please contact the recruiter

Time Type:

Full time

Job Area:

IT

Locations:

Bupa Place

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Job tags

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Salary

£23.5k per annum