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Service Team Manager
Recruiter
Bupa
Location
in Staines, Middlesex , South East
Salary: £23000
Reference: 000156
Member Services Team Manager
Staines, Middlesex
Fixed Term Contract 1 year - £23k + Excellent Benefits
Bupa is one of the UK's leading healthcare companies, and Membership makes up a key part of our business. We don't just provide a wide range of health insurance and protection products to our customers. We're here when they need us most; giving them the information they need to get through difficult times. We've a variety of roles, many of which don't need medical experience. Our environment's warm and welcoming, our facilities first class and every individual is here to make a difference. Roles are always rewarding. And you'll be rewarded too, with excellent benefits and career opportunities. Think you'd fit in?
Job Summary: An exciting opportunity has arisen for the position of Service Team Manager within the Member Services department. Reporting to the Customer Service Manager you’ll lead and manage a team, delivering departmental and team KPI's through target setting, providing regular advisor coaching/ quality checking and monitoring individual and team performance to deliver service excellence.
Key Responsibilities:
• Working closely with your peers to work cross functionally to improve processes.
• Ensuring that departmental productivity standards are maintained whilst inspiring the team with a positive proactive attitude by providing a role model for your team members.
• Identifying and agreeing, through regular discussion, individual and team performance targets, to include both quantitative and qualitative targets.
• Managing a busy operation and holding joint responsibility for ensuring your team and the department reaches their targeted daily service levels.
• Reviewing the performance, objectives and competencies of each team member on a continual basis, enabling the team to achieve and exceed all KPIs and quality requirements.
• Identifying training needs of staff not reaching agreed KPIs; structuring and delivering detailed personal development plans through solution driven discussions.
• Structuring and delivering personal development plans for each team member to ensure the continual improvement of your people.
• Conducting regular team meetings, ensuring all business initiatives are communicated to and understood by the team, distributing bulletins and business briefing in a timely manner.
• Proactively identifying and supporting the opportunity to enhance service and management practices by challenging existing working practices, leading to the creation of new or revised best practice implemented in the business.
• Understanding and responding to the needs of the customer and customer suppliers, meeting their requirements for information and sharing this with your team in order to support the delivery of ongoing and improved customer service.
Specific Skills
• Educated to A Level or equivalent.
• You’ll have previous man management experience in a Service organisation.
• You’ll have a technical appreciation of applications, systems and processes.
• Well developed communication skills.
• Ability to demonstrate customer led thinking.
• Experience of Change Management.
• Strong planning and time management is essential.
Why Work For Us?
• We'll look after you with our contributory pension scheme, bonus scheme and annual salary review
• We'll help you balance your home and work life with 25 days holiday each year (pro rata for fixed term and part time employees) and flexible working opportunities
• We'll keep you in shape with free bupa healthscreens, access to our 24 hour health line and a subsidised gym allowance
• We'll give you regular training to support you in our friendly and caring environment.
• We have no shareholders, so any profit we make is re-invested to improve healthcare for our customers
Think you could care about our customers? Then we’ll care about you.
Our core values:
Accountable – Caring – Respectful – Ethical – Enabling - Dedicated
Staines, Middlesex
Fixed Term Contract 1 year - £23k + Excellent Benefits
Bupa is one of the UK's leading healthcare companies, and Membership makes up a key part of our business. We don't just provide a wide range of health insurance and protection products to our customers. We're here when they need us most; giving them the information they need to get through difficult times. We've a variety of roles, many of which don't need medical experience. Our environment's warm and welcoming, our facilities first class and every individual is here to make a difference. Roles are always rewarding. And you'll be rewarded too, with excellent benefits and career opportunities. Think you'd fit in?
Job Summary: An exciting opportunity has arisen for the position of Service Team Manager within the Member Services department. Reporting to the Customer Service Manager you’ll lead and manage a team, delivering departmental and team KPI's through target setting, providing regular advisor coaching/ quality checking and monitoring individual and team performance to deliver service excellence.
Key Responsibilities:
• Working closely with your peers to work cross functionally to improve processes.
• Ensuring that departmental productivity standards are maintained whilst inspiring the team with a positive proactive attitude by providing a role model for your team members.
• Identifying and agreeing, through regular discussion, individual and team performance targets, to include both quantitative and qualitative targets.
• Managing a busy operation and holding joint responsibility for ensuring your team and the department reaches their targeted daily service levels.
• Reviewing the performance, objectives and competencies of each team member on a continual basis, enabling the team to achieve and exceed all KPIs and quality requirements.
• Identifying training needs of staff not reaching agreed KPIs; structuring and delivering detailed personal development plans through solution driven discussions.
• Structuring and delivering personal development plans for each team member to ensure the continual improvement of your people.
• Conducting regular team meetings, ensuring all business initiatives are communicated to and understood by the team, distributing bulletins and business briefing in a timely manner.
• Proactively identifying and supporting the opportunity to enhance service and management practices by challenging existing working practices, leading to the creation of new or revised best practice implemented in the business.
• Understanding and responding to the needs of the customer and customer suppliers, meeting their requirements for information and sharing this with your team in order to support the delivery of ongoing and improved customer service.
Specific Skills
• Educated to A Level or equivalent.
• You’ll have previous man management experience in a Service organisation.
• You’ll have a technical appreciation of applications, systems and processes.
• Well developed communication skills.
• Ability to demonstrate customer led thinking.
• Experience of Change Management.
• Strong planning and time management is essential.
Why Work For Us?
• We'll look after you with our contributory pension scheme, bonus scheme and annual salary review
• We'll help you balance your home and work life with 25 days holiday each year (pro rata for fixed term and part time employees) and flexible working opportunities
• We'll keep you in shape with free bupa healthscreens, access to our 24 hour health line and a subsidised gym allowance
• We'll give you regular training to support you in our friendly and caring environment.
• We have no shareholders, so any profit we make is re-invested to improve healthcare for our customers
Think you could care about our customers? Then we’ll care about you.
Our core values:
Accountable – Caring – Respectful – Ethical – Enabling - Dedicated
Recruiter:Bupa
Website: http://https://www15.i-grasp.com/fe/tpl_bupa01.asp?newms=jj&id=24303&----JOB-PREVIEW-MODE----
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Published at 07-07-2008
Viewed: 667 times
Viewed: 667 times
