Digital Support Specialist

Permanent (Full Time 37.5 hours per week)

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 pur pose 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.