Frontline Service Team Leader & Coach

BUPA; Eccles; Hybrid; GBP 32,000 - 39,000; Full time

Benefits offered by this job

25 days holiday

Bupa health insurance

Enhanced pension

Annual bonus

Onsite gym

Job summary

Bupa is seeking a Service Team Manager to lead and develop our contact centre frontline, delivering excellent service to our customers. You will coach, monitor performance against service levels and drive improvements by analysing call demand and customer needs, working with stakeholders to improve processes.

This office-based role offers potential for hybrid working after sign-off and is a fixed-term full-time position (37.5 hours).

Qualifications

• Strong commercial acumen and proven track record of people management.
• Ability to analyse data and provide feedback for development plans.
• Proactive absence and capability management with improvement actions.

Responsibilities

• Lead, develop and motivate front-line contact centre staff to deliver excellent customer service.
• Ensure adherence to service level targets and monitor performance.
• Identify customer needs and drive process improvements through coaching and calibration sessions.
• Collaborate with internal stakeholders to ensure efficient handling of inbound calls.

Skills

People management

Coaching

Performance monitoring

Job description

Bupa is seeking a Service Team Manager to lead and develop our contact centre frontline, delivering excellent service to our customers. You will coach, monitor performance against service levels and drive improvements by analysing call demand and customer needs, working with stakeholders to improve processes.

This office-based role offers potential for hybrid working after sign-off and is a fixed-term full-time position (37.5 hours).