Hybrid Service Team Manager

at Bupa

• Job title: Service Team Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: £35,000 per year
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Leeds, United Kingdom

About the role

• Team Manager managing a remote team supporting customers at Bupa. Driving operational performance and enhancing customer satisfaction while overseeing team development and compliance.

Responsibilities

• 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.
• 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.

Requirements

• 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.

Benefits

• 25 days holiday per year, pro rata to your contract.
• Access to a range of services to support your physical and mental wellbeing
• Fixed term benefits allowance
• Access to our confidential employee assistance