Job Description:
Service Team Manager - Remote Services
Hybrid
Nationwide - Must be travelling distance to a Bupa Office as the role requires some office working.
Bupa Place, Salford Quays, M50 3SP, Leeds LS5 3BF, Angel Court London EC2R 7HJ, Stains TW18 3DZ)
Fixed Term 6-12 months
Salary: £35,000 per annum
Full time, 37.5 hours. You will be required to work a rotation covering the full operational hours, up to 22:00 (Evenings, Weekends and bank holiday working).
We make health happen.
Working in our support functions you’ll play a key part in helping our customer facing colleagues deliver exceptional standards patient care. No matter your role, you’ll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day.
Role Overview
As a Team Manager, you will be responsible for managing a team who work remotely to support our customers. You will support the Service Operations Manager to drive and improve operational performance across the service lines and ensure customers receive the highest standards of customer service and satisfaction. As part of Management at Bupa, you’ll deal with the responsibility of looking after our people as well as shape your own development.
You’ll help us make health happen by:
1. 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.
2. Use insights from the Net Promoter System to continually drive improvements to the customer experience across Remote Services.
3. Support the collection of the right management information and interpretation of the data using the expertise of the clinical team around you
4. 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
5. Ensures a culture of compliance is fostered and achieves 100% regulatory compliance (or similar) levels.
6. Participate in the general day to day management of the team including recruitment, development and training, and team coaching
Key Skills / Qualifications needed for this role:
7. Excellent interpersonal skills and the ability to communicate with employees, colleagues, and customers.
8. Strong experience of leading teams and people management including evidence of the ability to engage and motivate people is essential
9. Previous experience in a customer service environment and understanding of drivers of customer service excellence.
10. Experience of the health and care and / or wellbeing industry
11. Good track record of driving business performance and delivering business results
12. Organisation and time management skills.
13. Good presentation skills.
14. IT proficiency including the use of Microsoft office systems
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:
15. 25 days holiday per year, pro rata to your contract.
16. Access to a range of services to support your physical and mental wellbeing
17. Fixed term benefits allowance
18. Access to our confidential employee assistance
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.