Service Team Manager

Bupa UK; Salford; Hybrid; GBP 27,000 - 37,000; Full time

Job summary

Bupa UK is seeking a Service Team Manager in Salford Quays. This hybrid role requires 2 days in the office and offers a 37.5-hour week under a 6-month fixed term contract with a salary of £31,750.

You will lead frontline customer service teams, drive continuous improvement, and collaborate with stakeholders and outsourced partners to deliver exceptional customer experiences while adhering to regulatory standards.

Qualifications

• Experience managing frontline customer service or operational teams.
• Proven leadership and coaching skills.
• Track record in continuous improvement initiatives.
• Excellent communication and stakeholder-management skills.
• Strong planning, organization and time-management.
• Ability to balance operational performance, customer outcomes and regulatory requirements.

Responsibilities

• Lead frontline customer service teams, creating a culture focused on service excellence and continuous improvement.
• Deliver strong operational performance through workload planning, resource management and team leadership.
• Identify and implement process improvements that increase efficiency, support digitisation and reduce costs.
• Work with stakeholders across Customer Support, Payments and wider functions to improve service delivery.
• Build partnerships with third-party suppliers and outsourced teams to improve performance and outcomes.
• Ensure activities comply with regulatory requirements and internal policies.
• Support team development and wellbeing through coaching and performance management.

Skills

Frontline team management

Leadership

Continuous improvement

Stakeholder management

Planning and organization

Regulatory compliance

Job description

Service Team Manager

hybrid working with 2 days in the office

6 month fixed term

£31,750

Please note that we are unable to offer sponsorship for this position.

We Make Health Happen

At Bupa, we help people live longer, healthier, happier lives and make a better world. As a Service Team Manager, you'll play a key role in leading customer support operations, ensuring our teams deliver excellent service while maintaining the highest standards of quality, efficiency and regulatory compliance.

Job Description

Bupa Place, Salford Quays -

hybrid working with 2 days in the office

6 month fixed term

Full time - 37.5 hours per week

£31,750

We try to consider all types of flexibility, including locations, hours and working patterns. Please note that we are unable to offer sponsorship for this position.

We Make Health Happen

At Bupa, we help people live longer, healthier, happier lives and make a better world. As a Service Team Manager, you'll play a key role in leading customer support operations, ensuring our teams deliver excellent service while maintaining the highest standards of quality, efficiency and regulatory compliance.

Working within our Service Admin Support function, you'll lead frontline teams, drive continuous improvement and work closely with stakeholders and outsourced partners to deliver exceptional experiences for our customers. This is an opportunity to shape how we work, develop people and influence positive change across a critical area of the business.

How You’ll Help Us Make Health Happen

• Lead, motivate and develop frontline customer service teams, creating a culture focused on service excellence and continuous improvement.
• Deliver strong operational performance through effective workload planning, resource management and team leadership.
• Identify and implement process improvements that increase efficiency, support digitisation and reduce operational costs.
• Work collaboratively with key stakeholders across Customer Support, Payments and wider business functions to improve service delivery.
• Build effective partnerships with third-party suppliers and outsourced teams to improve performance and customer outcomes.
• Ensure all activities are delivered in line with regulatory requirements, internal policies and customer expectations.
• Support the ongoing development and wellbeing of your team through coaching, feedback and performance management.

Essential

Key Skills / Qualifications needed for this role:

• Previous experience managing frontline customer service or operational teams.
• Proven leadership skills, with experience motivating, developing and coaching colleagues.
• Strong track record of delivering results through continuous improvement initiatives.
• Excellent communication and stakeholder-management skills.
• Strong planning, organisation and time-management capability.
• Ability to balance operational performance, customer outcomes and regulatory requirements.

Desirable

• Experience in financial services, insurance, healthcare or another regulated environment.
• Experience supporting business transformation, digitisation or operational change programmes.

What You'll Bring

• A passion for delivering great customer service.
• A positive, collaborative leadership style.
• Confidence managing change and driving improvement.
• Resilience and the ability to perform in a fast-paced environment.
• Strong coaching skills and a commitment to helping others succeed.

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.

• 25 days holiday, increasing through length of service, with option to buy or sell
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Onsite gyms or local discounts where no onsite gym available
• Various other benefits and online discounts

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.

If you require information regarding this role in an alternative format, please email: [e-mail]

Time Type

Full time

Job Area

Delivery and Operations

Locations

Bupa Place