Description
We make health happen.
At Bupa 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’ll be welcomed, can be yourself, and where everyone is driven by the same purpose – Helping people live longer, healthier, happier lives and making a better world.
As a Remote Service Team Manager, you will be responsible for managing a team of physiotherapists who work remotely to support our customers. You will support the Operations Manager to drive and improve operational performance across the service lines and ensure customers receive the highest standards of customer service and satisfaction. The role of Service Team Manager will take accountability for quality improvements and people management whilst driving a culture of continuous improvement.
Responsibilities:
- Manage the performance of all employees within your team by ensuring that appropriate objectives are set, and training and career development plans are in place.
- 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.
- Take ownership on capacity management and coming up with innovative solutions to maximise capacity and seek opportunities for increased revenue into the service.
- Ensure a culture of compliance is fostered and achieves 100% regulatory compliance levels.
- Participate in the general day to day management of the team including recruitment, development and training, and team coaching.
Key Skills / Qualifications needed for this role:
- 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.
- 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.
- Strong organisation and time management skills.
- IT proficiency including the use of Microsoft office systems.
Benefits:
- Equivalent to 25 days holiday per year, increasing through length of service, with option to buy or sell.
- Enhanced pension and life insurance.
- Discounted access to online gym sessions.
- Bupa health insurance as a benefit in kind.
- Access to our Digital GP platform on your mobile.
- Emotional wellbeing support.
- Access to family mental health line.
- Financial wellbeing channels.