Complaints jobs in United Kingdom

As the centre manager for Mindplace, you will be accountable for leading and owning all Mindplace Centre activities to ensure performance is optimised and clinical governance processes are adhered to. You'll be needed to drive and improve operational performance across all service lines and for ensuring their respective Bupa Mindplace Centre consistently delivers the highest standards of customer service and satisfaction. You'll help us make health happen by:

• Support the Regional Operations Manager with the opening of new Mindplace centres across the region
• Lead and manage commercial and business needs of the Mindplace Centre, overseeing and maintaining client contacts and business relationships
• 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 Mindplace Centre
• Seek opportunities to maximise the business by owning the local marketing plan alongside HSBC, raising the centre's profile in the local office and use the expertise within Marketing and Sales to convert leads into new business
• Be the operational lead with key corporate clients and support the Regional Onsites Manager with new business opportunities locally and service lines developments
• Analyse failure demand, customer satisfaction results, complaints and immediate feedback. Work towards understanding the root cause and put in place speedy remedial actions

• Maintain and develop a robust and proportionate control environment to ensure all clinical staff adhere to professional and regulatory requirements (e.g. CQC, HCPS, BABCP, CQQ)
• Healthcare management experience – mental health experience is desirable but not essential
• Strong operational experience
• Experience of onsite corporate healthcare, leading large teams and people management including evidence of the ability to engage and motivate people
• Excellent interpersonal skills and the ability to communicate with employees, colleagues, customers and corporate clients
• Experience of working in a regulated environment
• Experience of the mental health and healthcare 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

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 of our 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.

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