Customer Service Manager (UAE National)

at  Bupa Global

Customer Service Manager (UAE National)
Job Description:

ROLE OVERVIEW

The role holder will ensure that all general complex customer queries are swiftly and accurately resolved by the team. This will include managing the team who receives the queries through different channels and resolve them within the agreed service levels. Within a contact centre setup, the customer Service Manager will ensure that team members are organised, trained, coached and developed to deliver excellent levels of customer service. A key emphasis of the role will be to recruit and develop the best people, ensuring high work performance practices to driving a culture of high performance.

WHAT YOU WILL DO

• Lead highly skilled individuals to deliver the very best service to Members, Groups, Brokers and other partners as and when required.
• Ensure the team are achieving all targets for contact handling, turnaround times and quality.
• Ensure team members take end to end ownership for the resolution of all general complex customer/provider claims. Case manage all queries through to resolution. Includes assessing and requesting additional information as required.
• Embedding a case management approach so that your teams take full ownership of each customer query.
• Efficient and effective (100% accurate) assessment of any claim and customer query.
• The delivery of all customer SLAs for email response times, calls and webchat turnaround and quality targets as and when required.
• Lead the continuous improvement initiatives identified by the customer service team, to continually challenge existing process and drive the development of new process.
• Ensure all team members have the right capability, skill and knowledge to successfully and consistently achieve high levels of customer satisfaction.
• Ensure all operating processes are optimised.
• Deliver in line with, and ensure compliance with regulatory obligations.
• Ensure compliance with all regulatory and governance requirements, including DHA, HAAD, FCA and Treating Customers Fairly.