Complaints jobs in United Kingdom

Edinburgh, EH12 9DQ

Permanent

Competitive salary + fantastic benefits

Full time - 40 hours a week

We make health happen.

As a Centre Manager, you’ll be accountable for leading and owning all Health Centre activities to ensure performance is optimised and clinical governance processes are adhered to. The role holder will be accountable for driving and improving operational performance across all service lines and for ensuring their respective Bupa Health Centre consistently delivers the highest standards of customer service and satisfaction. You will take operational accountability for centre growth, quality improvement and people management and will drive a culture of continuous improvement by reviewing demand, understanding customer’s needs (adults and children) and delivering process improvements.

• To lead and manage commercial and business needs of the Health Centre, overseeing and maintaining client contracts and business relationships
• To drive operational efficiency through effective utilisation and efficient scheduling of resources. Continually strive for profitable growth, driving innovation and keeping the customer at the centre of everything we do
• Use insights from the Net Promoter System to continually drive improvements to the customer experience across their Health Centre
• To seek opportunities to maximise the business by owning the local marketing plan, raising the centre's profile in the local community and use the expertise within Marketing and Sales to convert leads into new business
• To seek opportunities to maximise the business by owning the local marketing plan, raising the centre's profile in the local community and use the expertise within Marketing and Sales to convert leads into new business
• To be the operational lead with key corporate companies and to support the Area Manager with new business and service lines developments, client relations and tenders
• To analyse failure demand, customer satisfaction results, complaints and immediate feedback. Work towards understanding the root cause and put in place speedy remedial actions
• To maintain and develop a robust and proportionate control environment to ensure regulatory compliance (CQC) and appropriate location of accountability, without prejudice to commerciality and customer responsiveness. Ensure all risks are managed in Clinics in line with relevant risk appetite statements and Clinical Governance
• Ensures a culture of compliance is fostered and achieves 100% regulatory compliance (or similar) levels. Works within QMS framework

• 3+ Years experience of management in a busy clinic environment
• Strong experience of leading teams and people management including evidence of the ability to engage and motivate people
• Strong operational experience
• Experience of working in a regulated environment
• Experience of the health and care and / or wellbeing industry
• Good track record of driving business performance and delivering business results
• Strong problem solving and project management skills
• IT proficiency including the use of Microsoft office systems

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
• Bupa health insurance as a benefit in kind
• Enhanced pension and life insurance
• Option to join dental insurance scheme at a discounted rate
• Access to our Digital GP platform on your mobile
• Access to family mental health line
• Financial wellbeing channels

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.

Full time

Clinical Services

Clinic - Edinburgh