Customer Service Adviser (UAE National)

Bupa Global • Dubai, United Arab Emirates (Partner: OIC)

Bupa Global , the international health insurance division of the world-renowned Bupa group, is seeking a high-caliber UAE National to join its specialized customer servicing team in Dubai . This role is a strategic “front-line” position designed for an Emirati professional who can blend local cultural insight with international healthcare excellence.

Operating as a dedicated member of a global network, you will support customers who hold premium international coverage. This position offers a unique Hybrid Working model (office-based once a week) and a balanced 30-hour work week , making it an ideal opportunity for a university-educated professional looking to grow within a purpose-driven, inclusive global organization.

Key Responsibilities

The Customer Service Adviser acts as a vital bridge between Bupa Global’s premium members and their healthcare needs:

Policy & Membership Management: Handle complex inquiries regarding international health policies, making real-time changes to memberships and reissuing critical travel and medical documents.
Multichannel Communication: Manage member correspondence via telephone and written formats, ensuring all investigations and outcomes align with strict policy guidelines.
Financial & Billing Coordination: Process manual credit card collections, resolve billing inquiries, and issue payment receipts for both individual members and corporate groups.
Provider & Broker Liaison: Act as the primary point of contact for brokers and healthcare providers, ensuring system records are accurate and up-to-date.
Treatment Coordination: Liaise with service partners to set up medical treatments and handle sensitive member complaints with a focus on successful outcomes.
Cultural & Language Support: Provide essential internal support to other departments to overcome language barriers and ensure cultural alignment within the UAE market.

Required Qualifications & Skills

Bupa Global maintains strict essential criteria for this role as part of its Emiratization initiative:

Nationality: Must be a UAE National and able to provide a valid Family Book .
Academic Foundation: Must hold a University Degree (certificate required).
Industry Expertise: Previous experience within the UAE Health Insurance sector is essential . A background or training in a medical environment is highly preferred.
Regulatory Knowledge: A solid understanding of UAE Health Insurance regulations (DHA/DOH) and experience working within structured procedures.
Linguistic Mastery: Must have excellent verbal and written English skills to communicate with a global customer base.
Availability: Ability to work 6-hour shifts (30 hours/week) between 08:00 and 17:00, including occasional weekends and public holidays.

About the Company: Bupa Global

Bupa Global provides premium health insurance products and services to customers worldwide. With no shareholders, Bupa reinvests its profits back into the business to help people live “longer, healthier, happier lives.” In Dubai, Bupa operates in partnership with OIC , combining global reach with deep local expertise. The organization is a Level 2 Disability Confident Employer and champions an inclusive “Be you at Bupa” culture, ensuring every employee feels represented and valued.

Market & Industry Context

The UAE health insurance market is one of the most sophisticated in the world, characterized by mandatory coverage and high-tier medical facilities. In 2026, the focus has shifted heavily towards Digital Health Integration and Personalized Member Care . For a UAE National at Bupa Global, this role represents a position at the top of the market, servicing high-net-worth individuals and expatriates who require “borderless” access to healthcare. Your role is critical in maintaining the UAE’s reputation as a world-class hub for health and wellness.

Career Growth & Progression Path

Bupa is committed to the long-term development of its Emirati talent through structured pathways:

Senior Customer Service Adviser: Taking on high-value corporate accounts and specialized medical cases.
Team Leader / Operations Management: Leading a cohort of advisers and overseeing departmental KPIs and service quality.
Linguistic & Cultural Consultant: Moving into a strategic role that shapes how Bupa Global interacts with the Middle Eastern market.
Global Opportunities: Potential for secondment or permanent roles within Bupa’s international offices in London, Brighton, or Dublin.

Interview Preparation Insights

The recruitment process at Bupa is designed to be inclusive and fair:

Scenario-Based Questions: Be prepared to discuss how you would handle a frustrated member who is seeking urgent treatment abroad but lacks the necessary pre-authorization.
Regulatory Knowledge: Refresh your knowledge on current UAE health insurance mandates. You may be asked how these regulations impact policy changes or billing.
Values Alignment: Bupa looks for people who are Brave, Caring, and Responsible . Think of specific examples from your career where you demonstrated these qualities.
Language Fluency: Expect a portion of the interview to test your ability to explain complex insurance terms in plain English.

Estimated Salary & Benefits

Market Estimate Based on Similar Roles: AED 18,000 – AED 24,000 per month (Inclusive of UAE National allowances).
Work-Life Balance: A unique 30-hour week (6 hours per day) with Hybrid Working (Home-based 4 days a week).
Health & Wellness: Comprehensive medical coverage and access to Bupa’s global wellness resources.
Inclusivity: Support for reasonable adjustments and accommodations throughout the recruitment process and tenure.

Work Environment & Location Insights

Dubai – OIC, United Arab Emirates: You will be part of a modern, flexible workforce. While most of your work will be remote, you will connect with your team at the Dubai office once a week to foster collaboration. The culture is one of “Diversity and Belonging,” where you are encouraged to bring your authentic self to work. The location in Dubai serves as a major regional hub, connecting you to colleagues and customers across Europe, Egypt, and Hong Kong.

Compliance & Equal Opportunity Note

Bupa is an equal-opportunity employer. We champion diversity and represent the communities we serve. As a Level 2 Disability Confident Employer , we aim to offer interviews to disabled applicants who meet the minimum criteria. All UAE National hires must provide a family book and attested university degree to comply with Emiratization and labor regulations.

Advanced Core Summary: Customer Service Adviser (UAE National)

Category	Details & Key Data
Organization	Bupa Global (in partnership with OIC)
Location	Dubai, United Arab Emirates (OIC Office)
Nationality Requirement	UAE National with Family Book (Mandatory)
Education	University Degree (Certificate required)
Work Schedule	30 Hours/Week (6 hours/day, 5 days/week)
Working Model	Hybrid (Office presence once per week)
Shift Window	08:00 – 17:00 (Includes occasional weekends/holidays)
Industry Focus	Premium International Health Insurance

Key Responsibilities & Service Standards

Policy Management: Handling global customer inquiries, investigating member correspondence, and updating membership details.
Financial Operations: Processing manual credit card collections, issuing invoices/receipts, and resolving complex billing inquiries.
Provider Relations: Coordinating with brokers and service partners to facilitate medical treatments and resolve queries.
Internal Support: Acting as a cultural and language bridge for internal departments to enhance service delivery.
Compliance & Accuracy: Ensuring all system records, contact details, and policy changes strictly adhere to UAE health insurance regulations.
Conflict Resolution: Investigating and handling member complaints to achieve successful outcomes and maintain high satisfaction levels.

Candidate Requirements & Essential Criteria

Regulatory Knowledge: Deep understanding of UAE Health Insurance regulations and procedures.
Domain Experience: Essential prior experience within the Health Insurance sector in the UAE .
Clinical Context: Previous training or experience within a medical environment is highly preferred.
Communication: Excellent verbal and written English skills with the ability to influence and achieve results.
Soft Skills: Proven focus on “Excellent Customer Service” within an insurance setting and strong interpersonal skills.

Organizational Value & Inclusion

Purpose-Driven: Focused on helping people live longer, healthier, happier lives without shareholder pressure.
Diversity & Inclusion: Level 2 Disability Confident Employer; actively encourages applications from diverse backgrounds.
Development: Part of a global network with offices in London, Miami, Hong Kong, and Dublin.

To apply for this job please visit careers.bupa.co.uk.