Service Team Manager - Sec

Bupa; Salford; Hybrid; GBP 30,000 - 41,000; Full time

Job summary

Bupa in the Salford or Staines area is seeking a Service Team Manager to lead and develop front-line contact centre staff. This full-time fixed-term role starts at £35,700 and is office-based with potential hybrid options after sign-off. You will drive service delivery and coach teams to meet performance targets.

You will oversee coaching plans, monitor service levels, and collaborate with internal teams to optimise processes, ensuring high-quality customer experiences across channels.

Qualifications

• Proven track record of managing teams in a contact centre.
• Strong commercial acumen with ability to analyse data and provide development plans.
• Experience with absence and capability management and performance improvement.

Responsibilities

• Lead, develop and motivate front-line contact centre staff to deliver excellent service.
• Deliver and monitor service level targets and coaching plans.
• Analyse call demand and customer needs to drive process improvements.
• Collaborate with internal stakeholders to ensure efficient operation.

Skills

People management

Coaching

Customer service

Data analysis

Job description

Job Description: Service Team Manager Staines, TW18 3DZ or Salford Quays, M50 3SP

Full Time (37.5 hours) Fixed Term

Starting salary is from £35,700 (dependant on experience and location)

This role is office based with potential for Hybrid working options available once signed off - This is not a fully remote working position.

We make health happen. We're a team that’s passionate about leading the healthcare insurance market and improving wellbeing for all. We take immense pride in our work, working together with determination and focus. Delivering care that our 3 million customers can count on, from experts they trust.

What you'll be doing

In this role you'll lead, develop and motivate our front- line employees in our contact centre to deliver excellent service for our customers, supported by your coaching. You'll be accountable to deliver service level targets. You will support the culture of continuous improvement by understanding call demand, understanding customer's needs and delivering/supporting process improvement. You will monitor calls, setting coaching plans, measuring improvements, and supporting the process through calibration sessions delivering on actions from the reviews. You will work closely with internal stakeholders and colleagues to ensure we operate efficiently and effectively to handle the inbound call demands and to deliver within agree service levels.

Key Skills / Qualifications needed for this role:

You will possess strong commercial acumen and have a proven track record of people management. You will identify and collate information to provide feedback for each team member through data which is available and seek out feedback from other areas including training needs of employees and deliver detailed personal development plans through solution driven discussions. You will undertake proactive absence and capability management to identify development areas, and set improvement plans and instigate remedial action if development plans/performance targets are not acted upon within agreed timescales, follow through to a fair and reasonable outcome for both the individual and Bupa.

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:

• 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
• Annual performance-based bonus
• 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.

Time Type: Full time Job Area: Call Centre Locations: 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.