Customer Services Manager

Bupa Place, Salford Quays (M50 3SP) or Willow House, Staines (TW18 3DZ)

Permanent

Full time – 37.5 hours/week

Apply by 7th July 2023

Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.

We always go the extra mile by giving our customers fast access to treatment and helping them get the specialist support they need.

As part of Management at Bupa, you’ll deal with the responsibility of looking after our people as well as shape your own development.

Role Overview

As Customer Service Manager, you will lead and motivate a team of Service Team Managers (STMs) to ensure the delivery of agreed service metrics, adherence to quality targets and the monitoring of team compliance. This is a fantastic opportunity for someone who is looking for a role where you can make a positive impact on our teams and support our exciting plans for the next 12 months.

What you’ll do:

• Lead by example role modelling the Bupa values and demonstrate energy and enthusiasm, leading in a way which enthuses, energises and motivates resulting in high levels of employee engagement.

• Provide day-to-day leadership, ensuring that team managers are focussed on achieving/exceeding targets set. This includes dealing with performance metrics and where necessary effectively managing poor performance.

• Perform regular coaching sessions to support manager’s personal, technical and soft-skill development to ensure they have the required level of capability. This also includes the development of more formalised personal development plans.

• Understand and manage stakeholder map for business area and liaise with other areas of the business to maximise opportunities for the customer experience and performance of their business area

• Liaise regularly with planning to ensure enough resource available always to deliver against operational plan.

• Deal with escalated incidents and support management colleagues in the provision of excellent customer, colleague, and supplier experiences.

• Lead on improvement projects on behalf of the Contact Centre ensuring operational impact is proactively identified, and any change is embedded and sustained to prevent issues recurring the future.

• Consider escalated customer journeys to protect company reputation, optimise revenue and ensure regulatory compliance.

• Consider internal factors when defining tactical approach to daily/weekly operational performance to ensure objectives set within and across functions and sites as appropriate are met; ensuring financial penalties are not compromised, where applicable.

What you’ll bring:

We are looking for an experienced people leader who shares our ambition of becoming the most customer centric healthcare business globally. We have a lot of transformation happening throughout the business, so it is important for us to find someone with a change mindset, open to trying new things and who constantly wants to develop themselves, their team and the business. A data centric approach is really important to this role, but not to the detriment of the human side.

The role will have about 10 direct reports and a total team of about 120 so you need to be comfortable with a team of that size. This is a contact centre environment, so some experience in this area would be ideal (even better if it was from a regulated environment). You will be commercial and happy managing budgets of up to £3m.

Whilst experience is important, your personal competencies are key and what you can bring to the business in terms of positivity, a proactive attitude and the ability to motivate and engage teams, resilience and having an obsession for amazing customer service.

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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