Service Team Manager - Direct Access

bupa; Salford; Hybrid; GBP 32,000 - 38,000; Full time

Benefits offered by this job

25 days holiday per year

Pension scheme

Life insurance

Digital GP access

Flexible working

Job summary

Bupa is hiring a Service Team Manager to lead remote Mental Health Services teams across the UK. You will develop clinicians, review demand, and implement process improvements to ensure high-quality care. This role requires proactive management of performance, training needs, and customer-focused problem solving.

Based remotely in the UK with quarterly travel to Bupa Place, Salford Quays. 37.5 hours per week, £35,000 per annum plus benefits. Closing date: 23 February 2026.

Qualifications

• Experience in leading teams delivering mental health or healthcare services.
• Ability to drive service improvements and monitor KPI performance.
• Strong people management, coaching and feedback skills.

Responsibilities

• Lead, develop, support and motivate clinicians delivering remote mental health support.
• Review demand and customer needs to drive process improvements.
• Manage resources, punctuality, absence and performance across teams.
• Identify training needs and provide development plans and coaching.
• Escalation handling to maximise customer satisfaction and service delivery.

Skills

Managing front-line employees

Healthcare environment experience

Leadership and motivation

Continuous improvement & KPIs

Customer-centric approach

Planning and analytical skills

Job description

Service Team Manager - Mental Health Services

Remote Based - UK only with quarterly travel required to Bupa Place, Salford Quays (M50 3SP)

Permanent. Full time, 37.5 hours per week

£35,000 per annum plus excellent Bupa benefits

Closing date: Monday, 23rd February 2026 - This advert may close ahead of the stated deadline should we receive an exceptionally high number of applications.

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 Service Team Manager you will lead, develop, support and motive clinicians who deliver mental health support across our remote Counsellor / Psychotherapist teams. You will be supporting the culture of continuous improvement by reviewing demand, understanding customer's needs and delivering process improvements. Service Team Manager duties will involve but not limited to:

• Supporting the culture of continuous improvement by reviewing demand, understanding customer's needs and delivering process improvements.
• Identify and collate information to provide feedback for each team member through data which is available and seek out feedback from other areas.
• Support continuous improvement within the operational areas ensuring delivery of actions.
• Undertake proactive capability management to identify potential and set improvement plans.
• Identify training needs of employees and deliver detailed personal development plans through solution driven discussions.
• 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.
• Contribute to the ongoing management of Healthcare delivery initiatives ensuring consistency of related deliverables.
• Respond to and deal with escalated internal and external customer queries and complaints, maximising the opportunities to create high levels of customer satisfaction.

Key Skills / Qualifications needed for this role:

• Previous experience of managing front-line employees
• Experience within a Healthcare customer focused environment
• The ability to lead, develop, support, motivate and inspire a team.
• Experience of principles of continuous improvement and KPI's
• Ability to demonstrate customer led thinking and empathy.
• Possess strong planning, time management and analytical skills

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.
• 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.

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.

Additional Information

• Time Type: Full time
• Job Area: Clinical Services
• Locations: Bupa Place