Customer Engagement & Winback Consultant
The Customer Engagement and Winback team are responsible for maximising the retention of existing members who are approaching their renewal dates through phone and email communications. The team also takes responsibility for welcoming new members to Bupa Global, mid-term cancellation requests, actively contacting members when their account has fallen into arrears and assisting members who are looking to transfer from a Company plan to an Individual Plan.
As a Customer Engagement and Winback Executive, you will receive and make calls regarding Bupa Global memberships and be responsible for effectively identifying our customer needs in order to advise and retain members. You will also be responsible for ensuring individual and team performance targets are met.
You will need to maintain the quality of member records through accurately recording information during and post- call to ensure we are able to analyse the effectiveness of these actions and improve our processes going forward.
• Work from outbound call lists, inbound call transfers and email communications to address member issues and queries with the goal of retaining or renewing the individual’s membership within agreed SLA’s.
• Assist members with Company plan to Individual plan Transfers
• Actively contacting members when their account has fallen into arrears
• Work towards pre-set targets and quality measures to ensure an excellent customer experience for all member interactions.
• Use existing sales and negotiation skills to correctly assess the members’ needs, making changes to policies where appropriate
• Take full ownership for all member contact and recommend any appropriate options, from providing quotations through to taking all appropriate actions
• Ensure that every opportunity to fully deliver to the member is identified and taken.
• Accurately maintain and update all paper and computerised systems, ensuring quality of information throughout
• Accurately record all activity and results
• To comply with and take into account any requirements from any applicable local regulatory requirements
• To comply with regulatory and legislative requirements as appropriate for role.
• Be accountable for own time management in relation to performance targets
• Be accountable for own performance against targets
• Ensure Bupa Global is competitive in the marketplace by securing and maintaining a good working knowledge of all competitor products
• Identify personal development areas and fully participate in all training provided by the company
• Fully participate in the ongoing development of the team’s workflow and process
• To be a champion of change and display a positive attitude at all times towards colleagues and tasks performed
The Ideal Candidate
• Strong communication and interpersonal skills
• Excellent listening and questioning skills to ensure all member information is identified
• Ability to advise and influence- listens and considers information leading to the application of sound business advice
• Decision making ability
• Self-motivated and target driven, with excellent planning and organisational skills
• To have a good geographical knowledge and appreciation of differing time zones
• Proven sales record and strong customer service skills
• Ideally to have some experience of the Healthcare market
• Constructively reviews and analyses own performance in order to develop potential
• Preferably APA Qualified or working towards the same
About the Company
Bupa’s purpose is longer, healthier, happier lives.
As a leading global health and care company, we offer health insurance, medical subscription and other health and care funding products; we run care homes, retirement and care villages, primary care, diagnostic and wellness centres, hospitals and dental clinics. We also provide workplace health services, home healthcare, health assessments and long-term condition management services. We have 32M customers globally. With no shareholders, we invest our profits to provide more and better healthcare and fulfil our purpose. We employ 79,000 people, principally in the UK, Australia, Spain, Poland, New Zealand and Chile, as well as Saudi Arabia, Hong Kong, India, and the USA.
We have grown significantly, particularly through 2013 to 2015, when we accelerated execution of our strategic vision. We are similar in revenue and profit to Marks & Spencer, and larger than Heinz in revenue. Because Bupa does not have shareholders it does not have a listing, but if it did it would be in the FTSE 100. Bupa is not a mutual or a charity but a company limited by guarantee that seeks to maximise its profits in order to fulfil its purpose. With customers in virtually every country in the world and 70% of its revenues now generated outside the UK, Bupa is a truly international organisation.
Bupa's Strategic Framework
Our strategy has three pillars: Customers, People, Performance. It puts our customers front and centre in the context of today’s digital age. As a service organisation, everything we do for our customers relies on our people and partners, so being a place where people love to work is critical to our success. This, combined with disciplined risk and capital management, is how we will deliver strong and sustainable performance.
We are looking for individuals who share in our values and this strategy, and are capable of delivering outstanding results for the business.
Bupa Global provides products and services worldwide to people who want access to premium health and care at home or as they study, live, travel or work abroad. We provide international health insurance, travel insurance and medical assistance to individuals, small businesses and global corporate customers all around the world.
Bupa Global has over 2,000 employees and has offices in London and Brighton (UK), Dublin (Ireland), Miami (USA), Copenhagen (Denmark), Hong Kong (Greater China), and Dubai (UAE), as well as in Egypt, Mexico, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador. Bupa Global is currently organised around five regional hubs: Bupa Global Africa, India & Middle East; Bupa Global Greater China; Bupa Global Latin America; Bupa Global North America and Bupa Global Europe.