Service Team Manager - Sec

Bupa
United Kingdom
Workplace: OnsiteFull timeGBP 35,700+ annuallyFunction: Administration & Executive AssistanceSkills: ["People management","Coaching","Commercial acumen","Continuous improvement","Data-driven feedback"]

Lead, develop, and motivate front-line contact centre employees to deliver excellent customer service. Own service level targets and support continuous improvement by understanding call demand and customer needs. Monitor calls, set coaching plans, and drive improvements through calibration sessions and follow-through on actions. Partner with internal stakeholders to run the operation efficiently and effectively against agreed service levels, while managing absence and capability fairly.

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FursaFursa
Bupa
Bupa
2 days ago

Service Team Manager - Sec

âś“ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Lead, develop, and motivate front-line contact centre employees to deliver excellent customer service. Own service level targets and support continuous improvement by understanding call demand and customer needs. Monitor calls, set coaching plans, and drive improvements through calibration sessions and follow-through on actions. Partner with internal stakeholders to run the operation efficiently and effectively against agreed service levels, while managing absence and capability fairly.
Location: United Kingdom
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead, develop, and motivate front-line contact centre employees to deliver excellent customer service.
  • •Be accountable for delivering service level targets and ensure effective inbound call handling.
  • •Support continuous improvement by understanding call demand and customers’ needs and delivering process improvements.
  • •Monitor calls, set coaching plans, measure improvements, and deliver actions from review calibration sessions.
  • •Identify development areas, manage absence and capability, and instigate fair remedial action with stakeholders.

Pay and Benefits

Salary: GBP 35,700 annually
Perks:Health InsurancePensionLife InsuranceAnnual BonusGym MembershipPaid Leave

Key Requirements

  • •Proven track record of people management and the ability to lead, develop, and motivate front-line employees.
  • •Strong commercial acumen and experience delivering against service level targets.
  • •Ability to use available data to identify training needs, provide feedback, and deliver detailed personal development plans.
  • •Skills in absence and capability management, including setting improvement plans and driving remedial actions within agreed timescales.
  • •Capability to monitor performance through call reviews and support continuous improvement initiatives.
Skills:People managementCoachingCommercial acumenContinuous improvementData-driven feedback

Company Brief

Bupa
Bupa is an international healthcare group offering health insurance, care homes, hospitals, dental clinics, and health services. It provides private medical insurance and integrated care solutions across multiple countries for individuals and employers.
Industry: Health Insurance (Payers)
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: London, United Kingdom
Founded: 1947
WebsiteLinkedIn