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Contact Centre Consultant - Customer Service


Sydney, New South Wales, Australia

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Job Posted: 01/12/2017

Job Category:

Insurance & Superannuation / Customer Service / Call Centre

Job description:
Contact Centre Consultant - Customer Service

Apply now Job no: R1013398
Work type: Permanent
Location: NSW - Sydney Metro
Categories: Customer Service, Customer Service - Contact Centre, Bupa Medical Visa Services

Who are BUPA?

Quite simply, we are extraordinary. BUPA are a world leading health & care group with over 23,000 people in Australia and New Zealand and a global presence in 190 countries! Our purpose is to help people live longer, healthier and happier lives. We're making a difference in health & care through our leading health insurance, general insurance, our modern Dental clinics, Bupa Optical stores and our first Bupa GP clinics (with more on the way!) and Bupa Medical Visa Services. As well as personalised care at over 71 Bupa Aged Care Homes.

At BUPA, our people are transforming and making a difference in the world of health & care. Everything we do is for the health of our members. We are part of a global family that reinvests its profits to provide better services for our members. We believe this is the only way to truly put customers first.

The role:

Based at our Sydney office, the Contact Centre Consultant will be a vital part of the Central Support team, ensuring the day-to-day operations of the National Contact Centre runs smoothly.

The Contact Centre Consultant will be responsible to deliver excellent customer service, via inbound and outbound telephone calls and customer correspondence, to achieve booking and service enquiry targets. The Consultant is responsible for ensuring the Contact Centre is delivering a level of service that meets and exceeds the expectations of customers, providers and internal customers within agreed service levels and quality standards including Best Practice Procedures. for the day to day operations and management of all administration, assessment and maintenance tasks for the Central Support Team (CSO).

Key responsibilities:

  • Inbound and outbound customer service phone calls.
  • Processing of files e.g. medical reports and assessments.
  • Manage and respond to a high volume of emails.
  • Processing refunds.
  • Booking and Enquiry Support (Contact Centre support).
  • All mail sorting, filing, scanning and distribution.
  • Ad hoc administration tasks.

Your background:

You will be a leader in providing quality administration and customer service via phone, who is inspired and driven by the opportunity to work with a global leader in health care that is on the path towards exciting transformation and growth. Possessing eagle eye attention to detail, you will be comfortable with repetition and process driven. You will work best in a small team environment, demonstrating great ownership and a genuine desire to work in a high-performance team. Your energy and positive attitude is infectious and you have ambition to grow and become a future leader.

You will have:

  • Strong Customer Service skills, commitment and a desire to satisfy customer needs
  • Previous Contact Centre or Customer service background
  • Strong communication skills including excellent listening skills
  • Proven experience within a customer service environment
  • Proven track record to achieve set targets
  • Ability to work in a constantly changing environment
  • Ability to continually work under pressure
  • Knowledge of Health Insurance (preferred)
  • Computer literate/effective keyboard skills
  • Privacy/confidentiality issues – being discreet and sensitive to information, keeping matters confidential

The perks:

In addition to a fortnightly salary, we offer outstanding benefits which include a subsidy on a range of our health insurance products, as well as discounts on our travel, car, home, contents, pet insurance products and more. We are proud to share with our employees our ‘People First’ wellness program – SMILE. With access to a range of services such as health coaches, annual skin checks and flu vaccinations, assistance with nutrition, sleep and general wellbeing, you will feel happier & healthier for working at Bupa!

BUPA believes in hiring the best talent in the market. We are known for our vibrant, high performing and incredibly rewarding workplace and we take pride in creating exceptional and meaningful work experiences. With a belief in innovation, we deliver award winning benefits to our employees and encourage involvement within our communities.

Find out more by visiting

To be considered, please click APPLY NOW. Please note, that shortlisted candidates will be invited to participate in an initial online interview, which gives you a unique opportunity to introduce yourself.

Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time

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