Call Centre Customer Support Manager

Job Description:

Customer Support Manager

Salford Quays

12-month Fixed Term Contract - Full Time (37.5 hours)

Monday - Friday

Salary: £47,200

Hybrid working

We make health happen.

We're a team that's passionate about leading the healthcare insurance market and improving wellbeing for all.

You'll help us make health happen by:

Leading a high performing team to ensure outstanding operational performance.

Customer Support comprises multiple teams accountable for ensuring we provide excellent service to our customers both at point of joining and throughout their time as a Bupa customer. This includes direct accountability for the assessment and processing of customer enrolments, Iapses and updates.

As the Customer Support Manager, you will lead and motivate a team of Service Team Managers to ensure the delivery of agreed service metrics, adherence to quality targets and the monitoring of team compliance.

• Leading 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.
• Undertake monthly reviews of demand, understand trends and identify improvement areas
• Deliver strong payment integrity controls for your specific areas of control
• Champion and support continuous improvement, evidenced through improved results
• Ensure our third-party suppliers (e.g. Genpact) are measured and managed

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

Key Skills / Qualifications needed for this role:

• Relevant experience of leading and managing managers with strong commercial awareness.
• Relevant experience in operational management.
• Resilience and confidence working in a fast-paced, change-driven environment.
• Experience managing offshore outsourced providers.
• Ability to interpret data and insight to drive performance and efficiency.
• Sound knowledge of working in a highly regulated environment.
• Experience supporting people through change.
• Ability to interpret data and insight to drive performance and efficiency.
• Experience supporting and presenting to key strategic clients (desirable).

Before you apply for a vacancy, please ensure your CV is up to date with all your career history and achievements. This will mean the Recruitment team have all the relevant information they need to review your application.

Advert will close once sufficient application numbers are received and this may be before any published closing date.

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:

• 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
• Onsite gyms or local discounts where no onsite gym available
• 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 takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We are committed to ensuring you are treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.

If you require information regarding this role in an alternative format, please email: careers@bupa.com

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