Clinical Services Remote Service Team Manager

Job Description:

Remote Service Team Manager

Hybrid - with monthly travel to Bupa Place, M50

Permanent

Salary - competitive + excellent benefits

40 hours per week

We make health happen.

Working in our support functions you'll play a key part in helping our customer facing colleagues deliver exceptional standards patient care. No matter your role, you'll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day.

Role Overview

Accountable for leading and owning Remote Service Team activities ensuring performance is optimised and clinical governance processes are adhered to. The role holder will support the Service 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 holder will take accountability for quality improvements and people management and will drive a culture of continuous improvement by reviewing demand, understanding customer's needs (adults and children) and deliver process improvements.

You'll help us make health happen by:

• Proactively supporting the Service Operations Manager in leading and managing the business needs of the service.

• Driving and managing operational efficiencies across the service through effective utilisation and efficient scheduling of resources. Continually striving for profitable growth, driving innovation and keeping the customer at the centre of everything we do

• Using insights from the Net Promoter System to continually drive improvements to the customer experience across Remote Services.

• Supporting the collection of the right management information and interpretation of the data using the expertise of the clinical team around you

• Acting as operational lead supporting the Service Operations Manager with new business and service lines developments.

• Analysing failure demand, customer satisfaction results, complaints, and immediate feedback. Working towards understanding the root cause and put in place speedy remedial actions

• Ensuring all incidents, concerns, complaints, and risks are managed in line with SLAs and Clinical Governance.

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.

• Organisation and time management skills.

• Good presentation skills.

• IT proficiency including the use of Microsoft office systems

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:

• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Annual Health Services Bonus Scheme
• Support with travel costs via a season ticket loan or cycle2work
• 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.

At Bupa we strive to ensure all our of customers, patients and staff are safe. All employees have a duty to ensure that safeguarding children, young people and adults at risk is prioritised and acted on appropriately

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