Administration Team Leader

Bupa; Guildford; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading health insurance provider in Guildford seeks an Administration Team Leader to ensure efficient administrative functions and enhance customer experience. You will manage daily tasks, improve team performance, and support customer satisfaction initiatives. Ideal candidates possess strong customer service skills, leadership experience, and the ability to prioritize effectively. This full-time role offers a supportive and collaborative work environment with numerous employee benefits.

Benefits

25 days holiday

Bupa health insurance

Interest-free annual travel loan

Wagestream access

Competitive pension plans

Discounts at retailers

Qualifications

• Proven experience in an administrative position, preferably in healthcare.
• A commitment to improving customer experience and team performance.
• Strong analytical skills for data interpretation and identifying improvement actions.

Responsibilities

• Manage administrative issues related to customer experience.
• Ensure staff are aware of customer service standards.
• Act as Centre Complaints Handler for customer complaints.
• Champion customer satisfaction using feedback.
• Proactively coordinate customer journeys.

Skills

Customer service skills

MS Office proficiency

Interpersonal communication

Leadership and people management

Organizational skills

Time management

Ability to prioritize workload

Job description

Overview

The Administration Team Leader at our Guildford Health Clinic plays a pivotal role in ensuring the smooth and efficient operation of administrative functions. This position is crucial for maintaining high standards of organisation and productivity within the team. The Administration Team Leader is responsible for overseeing daily administrative tasks, providing guidance and support to team members, and ensuring that all processes are executed accurately and timely. By fostering a collaborative and supportive work environment, this role significantly contributes to the overall success and efficiency of Bupa's operations, ultimately enhancing the quality of service provided to clients and patients.

Responsibilities

• Proactively manage administrative issues related to customer experience and team operations.
• Ensure staff are aware of customer service standards through induction, training, and meetings.
• Support customer service skill development via appraisals and coaching.
• Act as the Centre Complaints Handler, addressing customer complaints promptly with the help of relevant managers.
• Manage the customer journey before, during, and after appointments to ensure a seamless experience.
• Coordinate onward customer journeys for external referrals.
• Champion customer satisfaction using feedback and observations to drive service improvements.
• Share best practices within the admin team and across the ATL network.
• Proficient in MS Office packages.
• Strong customer service skills and highly customer focused.
• Ability to prioritise workload and distinguish urgent tasks from important ones.
• Excellent interpersonal, written, and verbal communication skills.
• Exceptional organisation and time management abilities.
• Leadership and people management skills.

Desirable

• Administrative experience in a healthcare environment.
• Experience in data interpretation with the ability to identify improvement actions.

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

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
• Long Service - For every milestone at Bupa we will reward you with ecards, extra holidays and money!
• Interest- free annual travel Loan to enable the purchase of public transport annual season tickets
• Wagestream - Have early access up to 40% of your earned wages within minutes
• Competitive Pension plans and Parental leave options as well as access to unique products such as our Menopause plan
• My Bupa Extras - discounts at your favourite retailers, plus a huge range of tools, content and information to support you with your wellbeing

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. 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.

Time Type: Full time