Customer Service Administrator

Customer Service Administrator

Location: Manchester , Lancashire Salary: From 16,800 to 17,550 per annum Date posted: 25/04/2012 16:04 Job type:Permanent Company: Bupa BHW Contact: Sadie Sheridan Ref: Totaljobs/002688 Job ID: 53315138

Job Summary

Were currently recruiting an Eligibility Advisor to join our existing team of Advisors. The successful candidate will be customer focused with the ability to investigate and resolve queries. You will hold the skills to communicate effectively when liaising with all customer groups and sales account managers to acquire essential information for eligible employees. Being comfortable working towards tight deadlines in a pressurised environment you will be confident when making decisions based on existing work flows and experi ence.You will also have the opportunity to recommend ideas for improvement to processes in order to improve customer satisfaction and maximise profitability.

Key Responsibilities:

Handling incoming telephone calls from both internal and external customers in a prompt and professional manner

Working all correspondence within the agreed service level in order to contribute to the development and implementation of operational plans including Key Performance Indicators

Ensuring that Management information is appropriately input into the reporting systems to enable work to be tracked and displayed through the Visual Management Boards

Updating and maintaining client eligibility lists and ensuring all areas of the business are able to view current information

Communicating effectively to obtain/give further information to member/client or internal departments/outsourcing FTE on group and member queries

Sharing skills and knowledge with ot her team members to develop team and individual performance by acting as mentor in area of expertise

Ensuring that any complaints received from internal/external customers regarding membership are logged onto Bupa complaints management system, investigated and resolved

Taking responsibility of your own personal development file and learning new skills as appropriate

Key Skills:

Educated to GCSE standard, with grade C passes in Maths and English

High Level Microsoft Excel proficiency

Good working knowledge of Microsoft Word, PowerPoint

A high standard of communication skills, both written and verbal

Ability to remain confident, positive and calm in a pressurised environment

Able to prioritise and organise own work

Achieve a consistently high level of Customer Service

Good attention to detail

Good telephone manner

Ability to give and receive feedback

Comfortable at working to tight deadlines

Ability to learn new skills and accept an ever-changing working environment