Multi-Site Administration Team Leader

We are seeking a highly organised and motivated Administration Team Leader to join our New Victoria Hospital and London Medical Bupa Health Centres. This role is integral to ensuring the efficient delivery of administrative services and maintaining high standards of operational performance within the centre. As Administration Team Leader, you will oversee day-to-day administrative functions, provide leadership and support to the team, and ensure processes are carried out accurately and within required timeframes. By fostering a collaborative and customer-focused environment, you will play a key role in enhancing both team performance and the overall patient experience.

Key Responsibilities

• Proactively manage administrative processes to support both operational efficiency and an outstanding customer experience.
• Ensure team members understand and adhere to customer service standards through effective induction, training, and regular communication.
• Support the development of customer service skills through coaching, feedback, and performance reviews.
• Act as the Centre's Complaints Handler, managing and resolving customer concerns in a timely and professional manner, in collaboration with relevant stakeholders.
• Oversee the end-to-end customer journey, ensuring a seamless and positive experience before, during, and after appointments.
• Coordinate onward referral processes and external customer pathways where required.
• Drive continuous improvement in customer satisfaction by analysing feedback and implementing enhancements.
• Share best practices across the administrative team and wider network.

Skills and Experience

• Proficiency in Microsoft Office applications.
• Strong customer service ethos with a commitment to delivering high-quality service.
• Excellent organisational and time management skills, with the ability to prioritise effectively.
• Strong interpersonal, verbal, and written communication skills.
• Demonstrated leadership capabilities and experience managing or supporting a team.
• Previous administrative experience within a healthcare setting.
• Experience analysing data and identifying service improvement opportunities.

Employee Benefits

• 25 days' annual leave (pro rata), increasing with length of service, with the option to buy or sell leave.
• Bupa health insurance (provided as a benefit in kind).
• Enhanced pension scheme and life insurance.
• Long service recognition, including additional leave and financial rewards.
• Interest-free annual travel loan for public transport season tickets.
• Wagestream - access up to 40% of your earned wages in advance.
• Competitive family-friendly and parental leave policies, including access to specialist support such as our Menopause Plan.
• My Bupa Extras - discounts, tools, and resources to support your wellbeing.

Why Bupa?

Bupa is both a healthcare provider and insurer, with no shareholders-meaning our focus is entirely on our customers. Our purpose is to help people live longer, healthier, happier lives and to create a better world. We are guided by our values of being brave, caring, and responsible in everything we do. We are committed to creating an inclusive environment where everyone can thrive. At Bupa, we encourage our people to Be You, and we actively welcome applications from individuals of diverse backgrounds and experiences. Bupa is a Level 2 Disability Confident Employer. We are committed to offering an interview or assessment to disabled applicants who meet the minimum criteria for the role. Reasonable adjustments will be provided throughout the recruitment process where required.