Job Description

You will be responsible for supporting customers and internal colleagues with queries and changes relating to their dental products as well as supporting customers to purchase a dental product, delivering sales through outstanding customer service, sharing the key benefits of the product and explaining the services available.

• Handle customer queries via telephony to resolve queries in line with Bupa policy and procedures.
• Delivering outstanding customer service through excellent communication skills and a polite and friendly telephone manner.
• Sales focused with a proactive, customer centric attitude, working towards meeting sales and customer service targets and key performance indicators
• Ability to build and maintain positive relationships with customers and internal colleagues.
• Ability to demonstrate a positive contribution to a supportive team culture.
• Ability to demonstrate a flexible and co-operative approach towards changing business needs.
• Respond to enquiries in a timely and efficient manner by telephone and email.
• Resolve queries in agreed time scales.
• Proactively investigate and provide solutions to customer queries at first point of contact wherever possible
• Act as an escalation point for practices supporting existing customers with queries about the dental product
• To ensure appropriate records of customer interactions are created and maintained on systems to remain compliant with data protection and regulatory requirements
• Achievement of agreed sales and performance targets
• Provide expert advice on full range of dental products and services, following appropriate training
• Continually look for ways to improve the service you provide to customers in every interaction

Salary and benefits:

• A competitive starting salary with annual reviews
• Free personal development courses
• Career opportunities to move into other roles or other parts
• Long service recognition
• Free car park (Support Centre)
• Brand new comfortable office space
• Flexible working

Required Knowledge, Skills, and Abilities

• 5 GCSE’s or equivalent or demonstrated good level of education/performance in previous positions held.
• Previous experience of working in a customer services environment and demonstrates strong customer focus skills. Previous Contact Centre experience is desirable
• Experience in a dental or healthcare environment desirable but not essential
• Strong verbal, written and communication skills
• Ability to handle telephone calls with knowledge, confidence, maturity and tact at all times.
• Ability to manage own performance in line with key performance metrics and good customer outcomes
• Time management skills and the ability to work quickly and accurately
• Ability to work on own initiative and make decisions within the protocols set down with minimum supervision
• Ability to tailor your approach to each customer through effective conversation and listening skills, balancing great customer service and sales delivery with efficient performance
• PC literate with good knowledge of Windows based packages. Must have the ability to combine talking and typing skills across a variety of systems at the same time
• Excellent communication skills, including both telephone and Letter/Email writing skills, and the ability to deal effectively with internal and external customers of all levels