Job Description:
Service Team Manager
Salford Quays
Permanent, Full Time (37.5 hours)
Monday – Friday hours covering shifts between 8.00am-5.00pm
Salary: From £37,100
Hybrid working
We make health happen.
We’re a team that’s passionate about leading the healthcare insurance market and improving wellbeing for all.
You’ll help us make health happen by:
Delivering care that our customers can count on from experts they trust. We take immense pride in our work.
In this role, you will lead, develop and motivate your team of Medical Assessment Advisors to deliver excellent service and achieve the right outcomes for our customers. This includes dealing with performance metrics and where necessary effectively managing poor performance.
The team are responsible for answering telephone queries and administering underwriting in accordance with our customer’s policies.
As a visible, supportive leader, you will help people perform at their best and feel proud of the work they do.
Taking ownership of team performance, ensuring targets are met while maintaining high standards of quality and customer experience.
Playing a key role in driving continuous improvement — identifying opportunities to improve efficiency, embrace innovation and enhance the customer journey. This includes working closely with internal teams and our outsource partner as well as driving automation to ensure demand is handled effectively and consistently.
Leading and inspiring your team to deliver a consistently high standard of service
Supporting individual performance and development through high‑quality performance conversations and coaching in line with our Training and Competency framework.
Balancing inventory demand, call handling and competing priorities without detriment to our customers and stakeholders.
Working collaboratively with colleagues, stakeholders and outsource partners to keep our operation running smoothly and efficiently, using insight and trends to improve outcomes
Key Skills / Qualifications needed for this role:
·Proven experience leading & managing people (minimum 3 years), with strong commercial awareness
·A positive, proactive and self-motivated mindset with a “can‑do” approach.
·Resilience and confidence working in a fast‑paced, regulated, change‑driven environment.
·Strong planning and time‑management skills, with the ability to manage competing priorities.
·Experience supporting people through change.
·Ability to interpret data and insight to drive performance and efficiency.
·Extensive experience of dealing with conduct, absence and performance cases, working closely with HR.
Please note this role is not eligible for sponsorship under current Home Office rules.
Advert will close once sufficient application numbers are received and this may be before any published closing date.
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.