Customer Service Advisor

Bupa

Customer Service Advisor supporting Bupa health insurance customers by explaining policy coverage and handling treatment requests. Hybrid contact-centre role based in Salford Quays.

Posted 9/7/2026full-timeSalford • 🇬🇧 United KingdomMid-LevelSenior💰 £26,700 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills by effectively answering inquiries and providing clear communication while adhering to FCA regulations. Capable of navigating multiple systems and maintaining accurate customer records in a fast-paced environment.

Highest-signal resume keywords

Customer ServiceFCA Regulations ComplianceMulti-System NavigationClear CommunicationOrganizational Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

PC ProficiencySystem NavigationRecord KeepingCall HandlingData Entry

Soft Skills

Attentive ListeningResilienceRelationship BuildingAdaptabilityCalm Under Pressure

Industry Keywords

Bupa Health InsuranceContact CentreCustomer EnquiriesTreatment RequestsHybrid Working

About the role

Key responsibilities & impact

Answer a variety of calls supporting customer enquiries
Help customers understand what is covered by their Bupa health insurance policy
Decline treatment requests confidently and empathetically when treatment is not covered
Keep customer records up to date
Communicate clearly and calmly with customers in a fast-paced contact centre
Follow policy, processes and FCA regulations to ensure customers receive the right outcome
Navigate multiple systems during live, real-time customer conversations
Participate in a call simulation, pre-recorded video interview and final competency/customer conversation exercise
Complete initial 15-week training with four days per week on site at Bupa Place and one day working from home
Work hybrid after training, up to three days per week from home

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
Must be able to work rotating shifts Monday to Friday 8am–8pm and Saturday 8am–4pm, including one Saturday per month
Must have a private, quiet home workspace with wired internet connection for hybrid working
Not eligible for Home Office visa sponsorship

Benefits

Comp & perks

33 days holiday including Bank Holidays, with the option to swap up to four bank/public holidays
Primary care service including remote GP, physiotherapy, and mental health support
Annual allowance up to £350 for 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 exclusive discounts and cashback deals
Parental leave support for adoption, birth parent and co-parenting
Extensive learning and development programme, internal development and access to apprenticeships
Hybrid working after training, up to three days per week from home