Service Team Manager

at  Bupa

Service Team Manager
Job Description:

WHAT YOU’LL BE DOING

The Service Team Manager (STM) is a hugely important role responsible for the leadership and engagement of a team of Member Service Advisors to ensure the delivery of agreed service/productivity metrics, inspiring and motivating the team to achieve targets and ensure compliance to company, industry, and regulatory standards.
They drive operational performance and effectiveness within their area and ensure the optimisation of capacity and capability, where necessary, dealing with emerging business issues in a timely and effective way. To achieve this, they work closely with other teams/functions to identify and help facilitate continuous improvement of, data metrics, customer experience and end to end processes. They are also responsible for improving and sustaining employee engagement and happiness working at BUPA within their team.
The role holder supports the Customer Service Manager (CSM) to facilitate the creation of a superb environment within their team putting the customer at the heart of everything we do.

KEY SKILLS / QUALIFICATIONS NEEDED FOR THIS ROLE:

• Previous experience of managing front-line employees within a customer focused environment would be desirable.
• Well-developed communication and interpersonal skills
• Ability to manage competing priorities.
• Ability to proactively manage difficult conversations.
• Positive and proactive attitude and self-motivation with a ‘can-do’ approach.
• Demonstrating a commercial mindset when managing a business unit (As if it were your own!).
• Strong relationship management skills and ability to build and maintain networks of internal and external contacts.
• Proven resilience of working in a fast paced and challenging environment
• To demonstrate and actively develop team resilience, adaptability and a desire to succeed in a highly regulated and ever-changing environment.
• Able to act on own initiative and make important decisions within agreed parameters and day to day decisions without referral.
• Strong planning and time management is essential.

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 insuranc