Customer Relations Consultant

Role overview

Bupa UK is hiring a Customer Relations Consultant to work from Dubai. This is a full-time position with a hybrid working arrangement. Because of the role’s business needs, applications are being accepted only from candidates who are already based in Dubai.

The position sits within a customer-focused health insurance environment where decisions must balance customer needs, business rules, and the applicable regulatory framework. The consultant will be expected to act with judgement that supports customer satisfaction, protects the company’s commercial interests, and ensures compliance. The role also involves working closely with teams across Bupa Global to deliver a fair, consistent, and effective service experience.

Responsibilities

• Handle complaints in a fair and consistent manner, ensuring each case is managed in line with regulatory obligations from initial review through final resolution.
• Serve as the main contact point for both internal and external complaints, coordinating communication and case progress with customers and other stakeholders.
• Carry out detailed, unbiased investigations, collect the necessary information, evaluate outcomes objectively, and decide on appropriate remedies or compensation where needed.
• Explain decisions clearly and promptly, keeping communication transparent, accurate, and easy to understand while making sure agreed actions are completed on time.
• Work with internal departments, uphold data protection standards, and contribute to reporting, documentation, and broader compliance activities.
• Review complaint trends and underlying causes, then suggest improvements that strengthen service quality and customer experience.
• Support reporting, quality checks, training, complaint records, and business-wide guidance while maintaining required training and competency levels.

Requirements

• A bachelor’s degree is required.
• Prior customer service experience in the UAE is mandatory.
• Experience handling complaints in the UAE is preferred.
• Candidates must currently be based in Dubai.

Additional information

This role is a full-time call centre position located in Dubai - OIC.

Bupa describes itself as a health insurer and provider with no shareholders, meaning its customers remain the central focus. The organisation’s purpose is to help people live longer, healthier, and happier lives while contributing to a better world. Its values are to be brave, caring, and responsible in all work.

The company promotes diversity and encourages applicants from varied backgrounds and experiences. It also identifies itself as a Level 2 Disability Confident Employer and aims to offer interviews or assessments to disabled applicants who meet the minimum criteria. Reasonable adjustments may be provided for the recruitment process where needed. If this role information is needed in another format, candidates can contact [email protected].

Workplace and role details

Location: Dubai, Dubai, United Arab Emirates. Working pattern: hybrid. Time type: full time. Job area: Call Centre.