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Apprentice Customer Service Advisor The British United Provident Association Ltd

Bupa UK are recruiting for the next generation of Apprentice Customer Service Advisors! This is an exciting and unique opportunity within the Insurance department. Within this role you will provide confident, knowledgeable, and efficient front line service to Bupa customers via inbound and outbound calls.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 19 Dec 2022

Apprenticeship summary

  • Annual wage


  • Working week

    Shift work, earliest start 8am, latest finish 8pm. Exact shifts to be confirmed.

    Total hours per week: 37.50

  • Expected duration

    15 Months

  • Possible start date

    16 Jan 2023

  • Date posted

    07 Nov 2022

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    12 available

What will the apprentice be doing?

As an Apprentice Customer Service Advisor at Bupa, you will receive ongoing training and support to ensure you are confident in the role.

This role will be to provide a confident, knowledgeable, and efficient front line service to our Bupa customers via telephony (inbound and outbound). The Customer Service Advisor will be responsible for establishing eligibility for the customer, they will preauthorise or decline treatment in line with policy, signpost the customer to the services available through their Bupa policy, and where appropriate guide the customer along the most suitable treatment pathway.

This will be done in line with performance metrics for the role, including customers helped per hour, quality assurance outcomes and customer facing time.

Your responsibilities will include:

- To authorise customer treatment using the correct process

- Obtaining the correct customer information and using the system to reach the correct authorisation decision

- Handle customer queries by telephone and resolve them in line with Bupa policy

- Proactively investigate and provide solutions to customer queries as the first point of contact

- Ensure accurate documentation of customer records are recorded and maintained in accordance with Bupa policy and are compliant with data protection

- Continually look for ways to improve the service you provide in every interaction

- Demonstrate that all customers are treated fairly


- a great pension scheme

- 25 days holiday entitlement, with the option to buy more days and sell those you don't want

- free parking

- virtual gym membership

- subsidised restaurant and coffee shop

- numerous retail discounts

- free private medical insurance

- free health screening

You will be working towards a Customer Service Specialist Level 3 Apprenticeship standard over the course of 15 months.

What training will the apprentice take and what qualification will the apprentice get at the end?

Customer Service Specialist Level 3
Functional Skills in maths and English

What is the expected career progression after this apprenticeship?

Ongoing learning and development.

Requirements and prospects

Desired skills and personal qualities

Team Working, Organisation Skills


Other None required (Grade None required) Desired

About the employer

As a leading healthcare group, Bupa UK run care homes, health centres, dental centres, and hospitals all over the world. As well as provide insurance to over 16 million people. We're a big company but our purpose is simple - helping people live longer, healthier, happier lives and making a better world.


The British United Provident Association Ltd


BUPA Place

M50 3SP

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Training provider


Apprenticeship standard

Customer service specialist

Level 3 (A level)

Employer's Application Instructions

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 19 Dec 2022