Digital Support Specialist

Job Description:

Digital Support Specialist (A11) 

Location: Bupa Place, Salford Quays  

Permanent (Full Time 37.5 hours per week)

Salary range is £26,600 

This role is office based with potential for Hybrid working options available once signed off - This is not a fully remote working position.

We make health happen  

This 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 (including but not limited to telephone, webchat, email, app store and closed loop feedback) and provide insight on customer issues back into the Digital Transformation Team.

What you'll be doing

• 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. 

• Handle all customer inquiries via multiple channels. 

• Utilise conflict resolution and customer handling techniques to rescue customer engagement where the Bupa processes have failed. 

• To fully investigate and resolve, where possible, all complaints from customers. 

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. 

• 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. 

• Ability to handle queries in multiple channels with knowledge, confidence, maturity and tact  

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 

• 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 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 tooffer 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. 

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