Remote Service Team Manager

Bupa; Horsforth; Hybrid; GBP 32,000 - 40,000; Full time

Benefits offered by this job

25 days holiday

Enhanced pension

Life insurance

Discounted gym sessions

Bupa health insurance

Digital GP access

Emotional wellbeing support

Family mental health line

Financial wellbeing support

Job summary

Bupa is seeking a Remote Service Team Manager to lead a team of physiotherapists delivering MSK services. The role supports the Operations Manager to drive performance and customer satisfaction while maintaining a culture of continuous improvement.

Role requires remote delivery, with office attendance at least once a month, and a 37.5 hour week. You will ensure high standards of service and manage capacity and compliance across the team.

Qualifications

• Experience leading teams and people management.
• Background in customer service with a focus on customer satisfaction.
• Understanding of health and care and wellbeing sectors.
• Strong organisation and time management capabilities.

Responsibilities

• Manage performance of all team members with clear objectives.
• Plan and optimize scheduling to drive operational efficiencies.
• Drive profitable growth through innovation and customer focus.
• Use Net Promoter System insights to improve customer experience.
• Support capacity planning and provide data-driven solutions.
• Participate in recruitment, development and coaching of the team.

Skills

Interpersonal skills

Team leadership

Customer service

Health & care industry

Organisation / time management

IT proficiency

Job description

Job Description:

Service Team Manager - Remote MSK services

Remote/hybrid - Office attendance min once a month (Bupa Place, Salford Quays, M50 3SP)

Permanent. Full time, 37.5 hours per week

Salary: £36,050 per annum plus excellent Bupa benefits

The service we provide operates between 8am to 8pm Monday to Sunday, essential requirements would be to work one late shift per week plus one weekend every ten weeks.

We make health happen.

At Bupa 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'll be welcomed, can be yourself, and where everyone is driven by the same purpose - Helping people live longer, healthier, happier lives and making a better world.

You'll help us make health happen by:

As a Remote Service Team Manager, you will be responsible for managing a team of physiotherapists who work remotely to support our customers. You will support the Operations Manager to drive and improve operational performance across the service lines and ensure customers receive the highest standards of customer service and satisfaction. The role of Service Team Manager will take accountability for quality improvements and people management whilst driving a culture of continuous improvement.

• Manage the performance of all employees within your team by ensuring that appropriate objectives are set, and training and career development plans are in place.
• Driving and managing operational efficiencies across the service through effective utilisation and efficient scheduling of resources.
• Continually striving for profitable growth, driving innovation and keeping the customer at the centre of everything we do.
• Using insights from the Net Promoter System to continually drive improvements to the customer experience across Remote Services.
• Supporting the collection of the right management information and interpretation of the data using the expertise of the clinical team around you
• Taking ownership on capacity management and coming up with innovative solutions to maximise capacity and seek opportunities for increased revenue into the service.
• Ensuring a culture of compliance is fostered and achieves 100% regulatory compliance (or similar) levels.
• Participating in the general day to day management of the team including recruitment, development and training, and team coaching

Key Skills / Qualifications needed for this role:

• Excellent interpersonal skills and the ability to communicate with employees, colleagues, and customers.
• Strong experience of leading teams and people management including evidence of the ability to engage and motivate people is essential
• Previous experience in a customer service environment and understanding of drivers of customer service excellence.
• Experience of the health and care and / or wellbeing industry
• Good track record of driving business performance and delivering business results
• Strong organisation and time management skills.
• IT proficiency including the use of Microsoft office systems

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 in this role you will receive the following benefits and more:

• Equivalent to 25 days holiday per year, increasing through length of service, with option to buy or sell.
• Enhanced pension and life insurance.
• Discounted access to online gym sessions.
• Bupa health insurance as a benefit in kind.
• Access to our Digital GP platform on you mobile.
• Emotional wellbeing support.
• Access to family mental health line.
• Financial wellbeing channels.

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. That's why 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

Job Area: Clinical Services

Locations: Home Based North c/o Bupa Place, Kirkstall Forge