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Time left to apply: End Date: November 22, 2024 (7 days left to apply)
Job Requisition ID: R1155948
Job Description:
Call Centre Service Team Manager
Full Time (37.5 Hours)
Location: Salford Quays or Staines
Salary: Competitive salary and comprehensive benefits package
Note: This is an office-based role with hybrid home and office working options available once signed off - This is not a fully remote working position.
We make health happen.
At Bupa, our mission is to help people live longer, healthier, happier lives and make a better world. As the UK’s biggest health insurance provider and official Healthcare Partner to Paralympics GB, we are committed to putting our customers at the heart of everything we do. Join us and be part of a team that makes health happen.
What you'll be doing:
As a Service Team Manager in our Insurance department, you will lead and engage a team of Customer Service Advisors to ensure the delivery of agreed service and productivity metrics. Your role is crucial in inspiring and motivating your team to achieve targets and ensure compliance with company, industry, and regulatory standards. You will drive operational performance and effectiveness, working closely with other teams to identify and facilitate continuous improvement in data metrics, customer experience, and end-to-end processes. Your leadership will also focus on improving and sustaining employee engagement and happiness within your team.
How you’ll help us make health happen:
* Lead, motivate, and develop a team of front-line employees through performance observation, coaching plans, and measuring improvements.
* Manage employees effectively based on their location (home/on-site).
* Role model our Bupa values (caring, brave, and responsible) demonstrating energy and enthusiasm for the role.
* Provide day-to-day leadership, ensuring your team focuses on achieving and exceeding targets.
* Inspire, manage, and develop your team to maximize their contribution and improve individual and team capability.
* Understand and act upon trends in people metrics, ensuring a great place to work.
Key Skills / Qualifications needed for this role:
* Well-developed communication and interpersonal skills.
* Ability to manage competing priorities and proactively handle difficult conversations.
* Positive and proactive attitude with a ‘can-do’ approach.
* Commercial mindset when managing a business unit.
* Strong relationship management skills and ability to build and maintain networks.
* Proven resilience in a fast-paced and challenging environment.
* Ability to act on own initiative and make important decisions within agreed parameters.
* Strong planning and time management skills.
Benefits:
Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family-friendly benefits.
Joining Bupa in this role you will receive the following benefits and more:
* 25 days holiday, increasing through length of service, with option to buy or sell.
* Bupa health insurance as a benefit in kind.
* An enhanced pension plan and life insurance.
* Onsite gyms or local discounts where no onsite gym available.
* Various other benefits and online discounts.
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 is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.
Time Type: Full time
Job Area: Call Centre
Locations: Bupa Place, Staines - Willow House
About Us
Be at the heart of helping people live longer, healthier, happier lives and making a better world. We employ more than 80,000 people globally who are making this a reality. If you've got the belief, the drive, and the talent to help us in our ambition then we’d like to hear from you. Wherever you work, one thing stands out about Bupa people. Our customers are our passion – they’re at the heart of our positively different culture of care. At Bupa you’ll be challenged, you’ll be encouraged to innovate, and collaborate with colleagues who are committed to delivering exceptional experiences. We trust, respect, and consider everyone, knowing your difference will make the difference.
Get In Touch
Please introduce yourself to our recruiters and we'll get in touch if there's a role that sounds like a good match.
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