Customer Experience Support Team Manager

Job Description:

Customer Experience Support Team Manager

Permanent

Bupa Solihull Clinic & Dental, Birmingham (B91 3RX)

Competitive Salary

Hybrid working options available (up to 3 days WFH)

Full-Time (40 hours per week) - Mondays to Fridays

We make health happen

At Bupa, you’ll have the freedom to develop new lines of care, with the flexibility and development opportunities to push your career further.

As a Customer Experience Support Team Manager no day is the same in this fast-paced, busy and varied role. You will be a leader within administration services by delivering a world class customer journey through efficient administration processes that are fit for purpose and responsive where improvement is needed.     

You’ll help us make health happen by:

• Managing and co-ordinating a team of multi-skilled administrators within the Customer Experience Support Team to ensure workload is completed efficiently and correctly while supporting onward requirements of the customer ensuring an optimal customer journey

• Acting as subject matter expert to drive quality, consistency and efficiency throughout Administration services, leading with a change maker approach by proactively recommending and implementing change.  

• Utilising and implementing quality processes to ensure a culture of continuous improvement is embedded within the administration team.  Making data driven improvements by taking learnings from NPS, customer or team verbatim and incident investigations.

• Building positive relationships between central admin and centre-based teams to encourage a collaborative work environment that is open to feedback and improvement.

• Liaising with service line leads to ensure the smooth running of the service, building admin processes for new services, identifying opportunities for process improvement and supporting growth.

• Being accountable for manging and allocating Central Admin Team cost including staff resource and service supplies.  Looking for opportunities drive efficiencies and cost savings within the service. 

Key Skills / Qualifications needed for this role:

• PC literate, excellent knowledge of MS office packages.

• Experience of working within a busy clinical environment (desirable)

• Previous leadership experience and people management skills 

• Customer service experience and highly customer focussed.

• Excellent interpersonal, written, and verbal communication skills.

• Excellent organisation and time management skills

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:

• Equivalent to 25 days holiday per year, 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

• Annual Health Services Bonus Scheme

• 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.

If you would like more information on the role, require an alternative format, or would like to discuss other opportunities suited to your skills and experience, please contact via email on adama.kone@bupa.com or mobile on 07395878088.

Time Type:

Full time

Job Area:

Administration

Locations:

Clinic & Dental - Solihull