Customer Relations Consultant

Hybrid Working

Job Responsibilities

• Customer Fairness & Ownership: Ensure all complaints are handled fairly, consistently, and in line with regulatory requirements, taking full ownership of each case from start to resolution.
• End-to-End Complaint Management: Act as the central point for all complaints (internal and external), coordinating processes and communications with customers and stakeholders.
• Thorough Investigation & Assessment: Investigate complaints diligently and impartially, gather relevant information, assess outcomes fairly, and determine appropriate resolutions or redress.
• Clear Communication & Resolution: Provide prompt, transparent, and non-misleading explanations of decisions, ensuring timely resolution and implementation of agreed remedial actions.
• Internal Collaboration & Compliance: Liaise with internal teams, ensure data protection adherence, and support regulatory compliance, reporting, and documentation requirements.
• Root Cause & Continuous Improvement: Conduct root cause analysis, identify trends, and recommend improvements to enhance customer experience and overall service quality.
• Support, Reporting & Development: Contribute to reporting, quality assurance, training, complaint documentation, and provide guidance across the business while maintaining ongoing training and competency standards.

Key Skills Required

• Bachelor’s degree holder.
• UAE Customer Service Experience is a must.
• UAE Complaints handling experience is preferable.
• Why Bupa?
• We’re a health insurer and provider.
• With no shareholders, our customers are our focus.
• Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.
• We make health happen by being brave, caring and responsible in everything we do.
• We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve.
• That’s why we especially encourage applications from people with diverse backgrounds and experiences.
• Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role.
• We’re committed to ensuring you’re treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.
• If you require information regarding this role in an alternative format, please email: [email protected]

Time Type