Job description
Customer Service Manager
Brighton (Victory House Bupa Global) - BN1 4FY
Full time (35 hours) initially 12 month FTC
Salary is from £37,500
Closing date for applications is Friday 16th September 2022
About the business area:
Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.
Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.
We also offer Hybrid working so once you have completed your initial training and are competent in your role your giving you the freedom to work from home and maintain a great work life balance.
Role overview:
In this role you’ll lead, develop and motivate our front line employees to deliver excellent service for our customers, supported by review and coaching. You will support the culture of continuous improvement by reviewing demand, understanding customer’s needs and delivering process improvement.
You’ll work as apart of team of leaders on a shift rotation to support our global operating model
What you’ll do:
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Lead an engaged, high performing team: providing outstanding service efficiently, in line with KPIs and customer promise
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Taking personal accountability for improving employee engagement in Customer Service
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Support excellent operational service delivery and performance managing a contact centre team to achieve service levels across phones, email, secure messaging and social media
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Deliver world class customer service utilizing insight from our customers to improve first contact resolution, servicing standards and Customer Satisfaction
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Demonstrate excellent people management skills supporting and developing our people in line with Bupa’s code and values
What you’ll bring:
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You will possess strong commercial acumen and have a proven track record of people management and apply these skills and experience to manage external and internal customers effectively.
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Previous experience of leading a customer facing teams within a contact centre
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Able to identify training needs of employees and collate information to provide feedback and deliver detailed personal development plans through solution driven discussions.
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Ability to undertake proactive capability management, to identify potential and set improvement plans. Accountable in instigating remedial action if development plans/performance targets are not acted upon within agreed timescales. Demonstrating capacity to follow through to a fair and reasonable outcome for both the individual and Bupa.
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You should have proven track record of project management/ process improvement and Strong ability to Stakeholder manage across a wide number of teams and functions
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Excellent interpersonal, communication and influencing skills are required with emphasis on achieving results and successful outcomes.
Diversity and Inclusion
Bupa is committed to making sure that every applicant is assessed based on personal merit and qualifications. We actively celebrate the diversity of our colleagues and provide an inclusive environment so you can truly be you at Bupa. We want to ensure you are treated fairly regardless of disability or circumstance. That’s why we’re happy to offer reasonable adjustments as part of our recruitment process to anyone that needs them.
Time Type:
Full time
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