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Bupa UK
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Brighton, East Sussex
Quality Consultant
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Salary: £23000 - £28000 per annum |
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Overview
Brighton, Full time, Permanent What is the purpose of the role? You will review telephony and web-based interactions with members to ensure that they are carried out in a compliant, customer-centric manner and are in line with FCA Regulations as well as adhering to Bupa UK processes and procedures. You'll deliver constructive feedback to the Customer Relations team managers to ensure standards in compliant member interactions are improved and maintained, and that fair outcomes and excellent standards of service are delivered to members within Bupa UK. What does a typical day look like? Review both real-time and retrospective member interactions to ensure they are handled in a regulatory compliant manner, using knowledge and experience to determine whether the member has received the correct outcome and whether the customer experience fits with Bupa brand. Develop an extensive knowledge of the current procedures and processes to ensure that all interactions are assessed accordingly. Using the agreed Quality Assurance procedures, participate in reviews of colleagues to ensure consistency of Quality Assurance and decision making. Work closely with the Customer Relations management teams to review and feedback on Customer Relations processes and documents. Identify interactions containing non-conformances and breaches and provide appropriate feedback to the Customer Relations Management team to be discussed with individuals and addressed through corrective action plans. Identify and report any recommendations for improvements to the Customer Relations processes. Support the delivery of ongoing and improved Customer Relations; escalating issues and identifying common trends in line with existing frameworks, focusing on preventing issues from happening in the future. What are we looking for? Proven track record of delivering customer focussed outcomes in a regulatory environment. Previous experience of working in Customer Relations or Customer Services to a high standard and or in a Quality Function. Strong attention to detail with the ability to analyse each interaction and make decisions with confidence, occasionally defusing difficult and emotional situations. Demonstrate excellent problem-solving skills and initiative together with the ability to make sound commercial decisions, weighing up the possible detriment to the customer, financial implications to Bupa and the impact on overall customer experience Excellent communication skills with the ability to liaise and communicate with management and staff. Organised and able to prioritise workload. Sound understanding of customer insight. Knowledge of the current procedures and processes should extend to a level where a Quality Assurance Analyst can provide constructive and progressive input to the future development of these procedures. About Bupa Bupa celebrates you. Whether that's through rewards or encouraging you to bring your true self to work. This becomes more than where you're from. This is you. This is what we have belief in. We're a world-leading healthcare group, running care homes, health centres, dental practices and hospitals. We offer complex medicine and surgery, have an Adult Intensive Care Unit, 5 Theatres with Robotic Surgeries and also have a Radiotherapy Partnership with GenesisCare onsite. At Bupa, we believe in quality, affordable and accessible healthcare for all. If you share our purpose of helping people live longer, healthier and happier