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Customer Service Manager

Employer
Bupa Global
Location
Brighton, East Sussex
Salary
Competitive Salary, bonus and benefits
Closing date
26 Mar 2019

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Sector
Business
Function
Customer Service, Management , Operations
Contract Type
Permanent
Hours
Full Time

Job Details

Bupa Global are looking for a Customer Service Manager to join our Customer Service Team based in Brighton. 

Our Customer Service Managers ensures that agreed customer service experience is delivered at all times within the Customer Service Department through the effective leadership of our Customer Service Consultants and team coaches.

The focus of this role is to ensure that we are coaching, managing performance, delivering on SLAs and growing our people to deliver outstanding performance against targets.

The Service Managers are responsible for the Customer Service department meeting all SLAs. The Service Manager will drive a culture of customer focus and continuous improvement.

 

Main Responsibilities

Deliver the agreed customer service experience through:

  • Coaching, developing and leading a highly skilled team
    • Managing absences to the agreed standard
    • Dealing with any performance issues
    • Complete regular 121s with all team members
  • Managing team performance and ensuring the agreed service experience
  • Focus on driving the key targets of first call resolution, Net Promoter scores, Customer Interaction Survey scores and quality assessments
  • Ensure that resources are managed in line with the workforce plan
  • Work closely with the Continuous Improvement Partners and other Service Managers to ensure ongoing improvement and alignment
  • Accountable for the resolution of customer related issues that are identified by your team. Responsible for identifying/removing any barriers that impacts the delivery of outstanding customer satisfaction
  • Ensures high levels of employee engagement, measured through eNPS (pulse surveys) . Understands, acts and shares eNPS results with the team, building relevant actions plans for improvement.
  • Ensure there are high levels of team working and that the team is aligned and engaged with Bupa’s purpose and goals
  • Being a role model for the team demonstrating outstanding personal behaviours and performance. Being an ambassador for the function
  • Responsible for discovering and implementing potential opportunities for improving the customer experience.
  • Adherence to required regulatory guidelines and specifically financial conduct authorities regulations

The Ideal Candidate

Background in the global health insurance market, or relevant transferable skills and knowledge from other financial services industries such as Life Insurance, Retail, Commercial or Investment Banking and Wealth Management.

Substantial experience of leading the delivery of customer service within a contact centre setting through leading a team

A track record of achieving and exceeding targeted business results/KPIs.

Able to establish a performance management culture. Evidence of building talented high performing teams and getting the best out of highly talented people whilst quickly and effectively managing performance issues

Company

Bupa’s purpose is longer, healthier, happier lives and making a better world.

We are a health insurer and provider. With no shareholders, our customers are our focus. We reinvest profits into providing more and better healthcare for the benefit of current and future customers.

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.

Diversity and Inclusion 

 

Bupa is committed to making sure that every applicant is assessed solely on personal merit and qualifications. We actively celebrate the diversity of our colleagues and provide an inclusive environment so you can bring your true self to Bupa. We’ll make sure 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.  

Whether you’ve found your feet or are discovering a new path.  

Welcome to a place that celebrates you.  

This isn’t where you've been.   

This is where you're going.  

This is what we have belief in. 

 

We think you would enjoy life with us too – here are a few reasons why:

  • we have a happy, fun and productive environment
  • we support and appreciate our people
  • you'll work with highly motivated colleagues
  • there are lots of opportunities to volunteer for local community projects
  • we offer discounts on many of our products and services to help you take care of your health

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Company info
Website
Telephone
01273866157
Location
Victory House
Trafalgar Place
Brighton
East Sussex
BN1 4FY
United Kingdom

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