Service Team Manager - EAP Mental Health Team

Bupa Occupational Health Limited; Salford; Remote; GBP 32,000 - 40,000; Full time

Benefits offered by this job

25 days holiday + service growth

Pension and life insurance

Health insurance

Discounted gym access

Annual performance bonus

Flexible working options

Job summary

Bupa is seeking a Service Team Manager – Mental Health (EAP) for a remote-based role in the UK with quarterly travel to Salford Quays. This permanent, full-time position offers 37.5 hours per week and a salary of £36,050 per annum plus excellent benefits.

You will lead frontline telephony operations, drive continuous improvement, manage performance, and develop your team through coaching and training. The role emphasizes empathy, customer focus, and strong planning and analytics.

Qualifications

• Experience managing front-line employees / telephony operations.
• Experience in a Mental Health customer-focused environment.
• Ability to lead, develop, support, motivate and inspire a team.
• Experience with continuous improvement and KPIs.
• Demonstrates customer-led thinking and empathy.
• Strong planning, time management and analytical skills.

Responsibilities

• Support culture of continuous improvement by reviewing demand and delivering process improvements.
• Identify information to provide feedback for each team member using data.
• Support continuous improvement within operations to deliver actions.
• Undertake proactive capability management and improvement plans.
• Identify training needs and deliver personal development plans.
• Mentor staff on new processes or systems and provide ad hoc training.
• Maximise resources through punctuality and absence management.
• Contribute to healthcare delivery initiatives ensuring consistency.
• Respond to escalated queries and complaints to maximise customer satisfaction.

Skills

Front-line management

Team leadership

Continuous improvement

KPI analysis

Customer empathy

Planning & analytics

Job description

Job Description: Service Team Manager – Mental Health (EAP) Remote Based - UK only with quarterly travel required to Bupa Place, Salford Quays (M50 3SP) Permanent. Full time, 37.5 hours per week £36,050 per annum plus excellent Bupa benefits

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:

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 / telephony operations
• Experience within a Mental Health 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. At Bupa we strive to ensure all our of customers, patients and staff are safe. All employees have a duty to ensure that safeguarding children, young people and adults at risk is prioritised and acted on appropriately.

Time Type: Full time Job Area: Clinical Services Locations: Bupa Place, Home Based North c/o Bupa Place

Be at the heart of helping people live longer healthier, happier lives and making a better world. We employ more than 80,000 people globally who are making this a reality. If you've got the belief, the drive and the talent to help us in our ambition then we’d like to hear from you. Wherever you work, one thing stands out about Bupa people. Our customers are our passion – they’re at the heart of our positively different culture of care. At Bupa you’ll be challenged, you’ll be encouraged to innovate, and collaborate with colleagues who are committed to delivering exceptional experiences. We trust, respect and consider everyone, knowing your difference will make the difference.