Service Team Manager

Job Description:

Service Team Manager

Full Time (37.5 Hours)

Salford Quays or Staines

Salary from £29K

This is a secondment role and is Full Time 37.5 Hours per week (Monday-Friday)

Hybrid home and office working options available once signed off - This is not a fully remote working position.

We make health happen.

Bupa is the UK’s biggest health insurance provider and official Healthcare Partner to Paralympics GB. We are a family of thousands and growing. Brave, committed and compassionate people, all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. 

We have no shareholders to answer to; our customers are our sole focus. And we reinvest our profits into providing them with better healthcare, now and in the future. 

What you'll be doing

The Service Team Manager (STM) is a hugely important role responsible for the leadership and engagement of a team of Member Service Advisors to ensure the delivery of agreed service/productivity metrics, inspiring and motivating the team to achieve targets and ensure compliance to company, industry, and regulatory standards.

They drive operational performance and effectiveness within their area and ensure the optimisation of capacity and capability, where necessary, dealing with emerging business issues in a timely and effective way. To achieve this, they work closely with other teams/functions to identify and help facilitate continuous improvement of, data metrics, customer experience and end to end processes. They are also responsible for improving and sustaining employee engagement and happiness working at BUPA within their team.

The role holder supports the Customer Service Manager (CSM) to facilitate the creation of a superb  environment within their team putting the customer at the heart of everything we do.

How you’ll help us make health happen:

• To lead, motivate and develop a team of front-line employees by understanding performance, observation, setting coaching plans and measuring improvements.
• Ability to manage remote and in house workers.
• Lead by example role modelling the Bupa values.
• Demonstrate energy and enthusiasm for the role and leading in a way which enthuses, energises and motivates DRs and colleagues resulting in high levels of employee engagement.
• To provide day-to-day leadership, ensuring that your team are focussed on achieving/exceeding targets set. This includes dealing with performance metrics and, where necessary, effectively managing poor performance.
• Inspire, manage and develop your team to maximise their contribution leading to an improvement in individual and team capability.
• Understand and act upon trends in people metrics including engagement, ensuring this is a great place to work.

Key Skills / Qualifications needed for this role:

• Previous experience of managing front-line employees within a customer focused environment would be desirable.
• Well-developed communication and interpersonal skills
• Ability to manage competing priorities.
• Ability to proactively manage difficult conversations.
• Positive and proactive attitude and self-motivation with a ‘can-do’ approach.
• Demonstrating a commercial mindset when managing a business unit (As if it were your own!).
• Strong relationship management skills and ability to build and maintain networks of internal and external contacts.
• Proven resilience of working in a fast paced and challenging environment
• To demonstrate and actively develop team resilience, adaptability and a desire to succeed in a highly regulated and ever-changing environment.
• Able to act on own initiative and make important decisions within agreed parameters and day to day decisions without referral.
• Strong planning and time management is essential.

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.

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. 

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