Job Description: Health Services Manager Cardiff Clinic, CF23 8RW Permanent Competitive salary Excellent benefits Full time - 40 hours per week We make health happen Working in our support functions you’ll play a key part in helping our colleagues deliver exceptional standards in 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 Supporting the Centre Manager to deliver a range of Bupa Clinics UK services efficiently and in accordance with policy and procedure, whilst providing an outstanding experience for our customers. To drive and improve the performance of all service lines. You’ll help us make health happen by: Proactively dealing with and supporting the Centre Manager with issues which arise in the centre, either relating to the environment or the customer experience. Acting as a customer champion and working with the Centre Manager using customer satisfaction measures such as Net Promoter Score, complaints, incidents and immediate customer feedback to drive continuous improvement to service delivery and complete root cause analysis to enable proactive remedial actions. Working with the Centre Manager in delivering local marketing plans and ensuring delivery of initiatives and actions. Creating a culture where the customer needs are the focus and continuously working towards improving the customer journey including the look and feel of the centre. Ensuring your team complies with internal and external standards and pass any internal and external inspections including Bupa Health Clinics First Line Audits, ISO compliance audits. Working closely with your clinical teams to ensure compliance with clinical governance requirements such as appraisals, incident reporting/investigating/managing, infection control and safeguarding policies. Key Skills / Qualifications needed for this role: Educated to degree level or equivalent. Experienced people manager including evidence of ability to engage and motivate people. Excellent interpersonal skills and ability to communicate with employees, internal colleagues and external customers. IT skills including proficiency in Microsoft Office systems. Previous experience in a customer service environment and understanding of drivers of customer service excellence. Experience in healthcare and/or wellbeing industry. Organisation and time management skills. Strong presentation 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: Equivalent to 25 days holiday per year, 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 Bonus Scheme Support with travel costs via a season ticket loan or cycle2work 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. At Bupa we strive to ensure all our of customers, patients and staff are safe. All employees have a duty to ensure that safeguarding children, young people and adults at risk is prioritised and acted on appropriately. For further information, please contact claire.wilkinson@bupa.com Time Type: Full time Job Area: Clinical Services Locations: Clinic - Cardiff 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.