At a Glance
- Tasks: Lead and motivate customer service teams to deliver exceptional support and drive continuous improvement.
- Company: Bupa, a health insurer focused on making lives healthier and happier.
- Benefits: 25 days holiday, health insurance, enhanced pension, and flexible working options.
- Other info: Diversity is celebrated; we encourage applications from all backgrounds.
- Why this job: Shape customer experiences and influence positive change in a dynamic environment.
- Qualifications: Experience in managing customer service teams and strong leadership skills.
The predicted salary is between 40582 - 49600 £ per year.
Bupa Place, Salford Quays – hybrid working with 2 days in the office
6 month fixed term
Full time – 37.5 hours per week
£31,750
We try to consider all types of flexibility, including locations, hours and working patterns. Please note that we are unable to offer sponsorship for this position.
We make health happen: At Bupa, we help people live longer, healthier, happier lives and make a better world. As a Service Team Manager, you'll play a key role in leading customer support operations, ensuring our teams deliver excellent service while maintaining the highest standards of quality, efficiency and regulatory compliance.
Working within our Service Admin Support function, you'll lead frontline teams, drive continuous improvement and work closely with stakeholders and outsourced partners to deliver exceptional experiences for our customers. This is an opportunity to shape how we work, develop people and influence positive change across a critical area of the business.
How you’ll help us make health happen:
- Lead, motivate and develop frontline customer service teams, creating a culture focused on service excellence and continuous improvement.
- Deliver strong operational performance through effective workload planning, resource management and team leadership.
- Identify and implement process improvements that increase efficiency, support digitisation and reduce operational costs.
- Work collaboratively with key stakeholders across Customer Support, Payments and wider business functions to improve service delivery.
- Build effective partnerships with third-party suppliers and outsourced teams to improve performance and customer outcomes.
- Ensure all activities are delivered in line with regulatory requirements, internal policies and customer expectations.
- Support the ongoing development and wellbeing of your team through coaching, feedback and performance management.
Key Skills / Qualifications needed for this role:
- Essential
- Previous experience managing frontline customer service or operational teams.
- Proven leadership skills, with experience motivating, developing and coaching colleagues.
- Strong track record of delivering results through continuous improvement initiatives.
- Excellent communication and stakeholder-management skills.
- Strong planning, organisation and time-management capability.
- Ability to balance operational performance, customer outcomes and regulatory requirements.
- Desirable
- Experience in financial services, insurance, healthcare or another regulated environment.
- Experience supporting business transformation, digitisation or operational change programmes.
What you'll bring:
- A passion for delivering great customer service.
- A positive, collaborative leadership style.
- Confidence managing change and driving improvement.
- Resilience and the ability to perform in a fast-paced environment.
- Strong coaching skills and a commitment to helping others succeed.
Benefits:
- 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.
- 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.
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.
If you require information regarding this role in an alternative format, please email: careers@bupa.com
Service Team Manager employer: Bupa Occupational Health
Bupa is an exceptional employer, offering a supportive and inclusive work environment at Hatfield Peverel Lodge Care Home. With a strong focus on employee wellbeing, we provide comprehensive benefits including flexible working options, access to healthcare support, and opportunities for personal growth. Join our passionate Kitchen Team and be part of a community that values your contributions while making a meaningful impact on the lives of our residents.
StudySmarter Expert Advice🤫
We think this is how you could land Service Team Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bupa Occupational Health. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bupa Occupational Health before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Team Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bupa Occupational Health:Your cover letter is your chance to shine! Tell us why you want to work at Bupa Occupational Health specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bupa Occupational Health!
How to prepare for a job interview at Bupa Occupational Health
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
