As a Service Team Manager, you will oversee the Booking Customer Service Team, who provide remote support to our customers. You will assist the Service Operations Manager in enhancing operational performance across service lines, ensuring our customers receive exceptional service and satisfaction. As part of Bupa's management team, you will be responsible for the well-being of our staff while also focusing on your own professional growth.
What you will do
* Drive and manage operational efficiencies across the service through effective utilisation and efficient scheduling of resources. Continually strive for profitable growth, driving innovation and keeping the customer at the centre of everything we do.
* Use insights from the Net Promoter System to continually drive improvements to the customer experience across Remote Services.
* Support the collection of the right management information and interpretation of the data.
* Understand the service finances so you can support the Operational Manager to respond quickly to changes within the external environment which impact on the services profitability.
* Ensure a culture of compliance is fostered and achieves 100% regulatory compliance (or similar) levels.
* Participate in the general day to day management of the team including recruitment, development and training, and team coaching.
Excellent interpersonal skills and the ability to communicate with employees, colleagues, and customers are essential. Strong experience of leading teams and people management including evidence of the ability to engage and motivate people is essential. Previous experience in a customer service environment and understanding of drivers of customer service excellence is required. Experience of the health and care and/or wellbeing industry is preferred. You should have a good track record of driving business performance and delivering business results, along with strong organisation and time management skills. Good presentation skills and IT proficiency including the use of Microsoft office systems are also necessary.
Full-time, 37.5 hours per week. You will be required to work a rotation covering the full operational hours, up to 22:00 (Evenings, Weekends and bank holiday working). 5 late sessions in every 16 weeks, and 1 weekend in every 16 weeks.
We are a health insurer and provider. With no shareholders, our customers are our focus. We reinvest profits into providing more and better healthcare for the benefit of current and future customers. Our benefits are driven by what matters to our people. It's important to us that these benefits support a work-life balance that keeps people healthy, both mentally and physically. You will be eligible for:
* 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.
* Annual performance-based bonus.
* Onsite gyms or local discounts where no onsite gym available.
* Various other benefits and online discounts.
Diversity and Inclusion: Bupa is committed to making sure that every applicant is assessed solely on personal merit and qualifications. We actively celebrate the diversity of our colleagues and provide an inclusive environment so you can bring your true self to Bupa. We'll make sure you are treated fairly. That's why we're happy to offer reasonable adjustments as part of our recruitment process to anyone that needs them. Whether you've found your feet or are discovering a new path. Welcome to a place that celebrates you.
This isn't where you've been. This is where you're going.
This is what we have belief in.
Time Type: Full time
Job Area: Clinical Services
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