Service Team Manager – Remote Services

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.

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