Service Team Manager - EAP

£34000

The British United Provident Association Limited, Salford Quays, Salford

Full time
Permanent
Remote working

Posted today, 8 Oct | Get your application in now to be one of the first to apply.

Closing date: Closing date not specified

job Ref: e9f2106ab37946828dd78f014690a172

The British United Provident Association Limited

Full Job Description

To lead, develop and motivate our front-line employees to deliver excellent service for our customers supported by review and coaching.
To support the culture of continuous improvement by reviewing demand, understanding customer's needs and delivering process improvements
To support continuous improvement within the operational areas ensuring delivery of actions.
Undertake proactive capability management to identify potential and set improvement plans.
To identify training needs of employees and deliver detailed personal development plans through solution driven discussions.
To instigate remedial action if development plans/performance targets are not acted upon within agreed timescales, follow through to a fair and reasonable outcome for both the individual and Bupa.
To mentor staff in new process or system development, delivering ad hoc 121 training thereby ensuring thorough understanding of best practice.
Maximise available resources through robust management of punctuality and absence, ensuring a consistent approach across the business unit.
To instigate and manage disciplinary action when appropriate in line with Bupa policy.
Contribute to the ongoing management of Healthcare delivery initiatives ensuring consistency of related deliverables.
Ensure that the winning behaviours are embedded in your operational areas.
To understand and respond to the needs of the customer and customer suppliers, meeting their requirements for information and sharing this with your team in order to support the delivery of ongoing and improved customer service.
Provide cross-functional support where required.
To respond and deal with escalated internal and external customer queries and complaints, maximising the opportunities to create high levels of customer satisfaction, ensuring focus on resolving issues from happening in the future.
To manage all customer contacts, Equivalent to 25 days holiday per year, increasing through length of service, with option to buy or sell
Enhanced pension and life insurance
Support with travel costs via a season ticket loan or cycle2work
Discounted access to online gym sessions
Annual performance-based bonus
Bupa health insurance as a benefit in kind
Option to join dental insurance scheme at a discounted rate
Access to our Digital GP platform on you mobile
Emotional wellbeing support
Access to family mental health line
Financial wellbeing channels
Support for carers

Previous experience of managing front-line employees within a customer focused environment would be desirable.
Thorough product knowledge (internal only).
Experience of principles of continuous improvement/QMS
Ability to demonstrate customer led thinking.
Change Management.
Strong planning and time management is essential.

Here you'll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You'll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose - helping people live longer, healthier, happier lives and making a better world.