Job Description:

Call Centre Service Team Manager

Full Time (37.5 Hours)

Salford Quays or Staines

Competitive salary and comprehensive benefits package

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

We make health happen.

At Bupa, our mission is to help people live longer, healthier, happier lives and make a better world. As the UK’s biggest health insurance provider and official Healthcare Partner to Paralympics GB, we are committed to putting our customers at the heart of everything we do. Join us and be part of a team that makes health happen.

What you'll be doing

As a Service Team Manager in our Insurance department, you will lead and engage a team of Customer Service Advisors to ensure the delivery of agreed service and productivity metrics.

Your role is crucial in inspiring and motivating your team to achieve targets and ensure compliance with company, industry, and regulatory standards. You will drive operational performance and effectiveness, working closely with other teams to identify and facilitate continuous improvement in data metrics, customer experience, and end-to-end processes. Your leadership will also focus on improving and sustaining employee engagement and happiness within your team.

How you’ll help us make health happen:

• Lead, motivate, and develop a team of front-line employees through performance observation, coaching plans, and measuring improvements.
• Manage employees effectively based on their location (home / on-site.)
• Role model our Bupa values (caring, brave and responsible) demonstrating energy and enthusiasm for the role.
• Provide day-to-day leadership, ensuring your team focuses on achieving and exceeding targets.
• Inspire, manage, and develop your team to maximise their contribution and improve individual and team capability.
• Understand and act upon trends in people metrics, ensuring a great place to work.

Key Skills / Qualifications needed for this role:

• Well-developed communication and interpersonal skills.
• Ability to manage competing priorities and proactively handle difficult conversations.
• Positive and proactive attitude with a ‘can-do’ approach.
• Commercial mindset when managing a business unit.
• Strong relationship management skills and ability to build and maintain networks.
• Proven resilience in a fast-paced and challenging environment.
• Ability to act on own initiative and make important decisions within agreed parameters.
• Strong planning and time management 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:

• 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.

Time Type:

Full time

Job Area:

Call Centre

Locations:

Bupa Place, Staines - Willow House