Job Description:
Administration Team Leader
Bupa Health Clinic - Guildford, Meridian House, Chertsey St, Guildford GU1 4HD
Monday to Friday, with an occasional Saturday, 40 hours per week on shifts between 7.00am – 6.00pm
£32,000 per annum + excellent benefits
We make health happen
The Administration Team Leader at our Guildford Health Clinic plays a pivotal role in ensuring the smooth and efficient operation of administrative functions. This position is crucial for maintaining high standards of organisation and productivity within the team. The Administration Team Leader is responsible for overseeing daily administrative tasks, providing guidance and support to team members, and ensuring that all processes are executed accurately and timely. By fostering a collaborative and supportive work environment, this role significantly contributes to the overall success and efficiency of Bupa's operations, ultimately enhancing the quality of service provided to clients and patients.
You’ll help us make health happen by:
1. Proactively manage administrative issues related to customer experience and team operations.
2. Ensure staff are aware of customer service standards through induction, training, and meetings.
3. Support customer service skill development via appraisals and coaching.
4. Act as the Centre Complaints Handler, addressing customer complaints promptly with the help of relevant managers.
5. Manage the customer journey before, during, and after appointments to ensure a seamless experience.
6. Coordinate onward customer journeys for external referrals.
7. Champion customer satisfaction using feedback and observations to drive service improvements.
8. Share best practices within the admin team and across the ATL network.
Key Skills / Qualifications needed for this role:
9. Proficient in MS Office packages.
10. Strong customer service skills and highly customer focused.
11. Ability to prioritise workload and distinguish urgent tasks from important ones.
12. Excellent interpersonal, written, and verbal communication skills.
13. Exceptional organisation and time management abilities.
14. Leadership and people management skills.
Desirable:
15. Administrative experience in a healthcare environment.
16. Experience in data interpretation with the ability to identify improvement actions.
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:
17. 25 days holiday, increasing through length of service, with option to buy or sell
18. Bupa health insurance as a benefit in kind
19. Long Service - For every milestone at Bupa we will reward you with ecards, extra holidays and money!
20. Interest- free annual travel Loan to enable the purchase of public transport annual season tickets
21. Wagestream - Have early access up to 40% of your earned wages within minutes
22. Competitive Pension plans and Parental leave options as well as access to unique products such as our Menopause plan
23. My Bupa Extras - discounts at your favourite retailers, plus a huge range of tools, content and information to support you with your wellbeing
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.