Service Team Manager - Remote Services

Job Description:

Service Team Manager - Remote Services

Bupa Place (Salford Quays, M50 3SP) This role will be based in Manchester and will require some days in our Manchester office.

Hybrid working options

Permanent

Salary: £34,000 per annum

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

Closing date: Wednesday, 11th December 2024

Role Overview

As a Service 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.

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 using the expertise of the clinical team around you

• 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

• Ensures 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

What you will bring

• Excellent interpersonal skills and the ability to communicate with employees, colleagues, and customers.

• 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.

• Experience of the health and care and / or wellbeing industry

• Good track record of driving business performance and delivering business results

• Organisation and time management skills.

• Good presentation skills.

• IT proficiency including the use of Microsoft office systems

Why Bupa?

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

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