Service Team Manager – Digital Support Team

Salford Quays, M50 3SP

Full Time (37.5 hours)

This is a Permanent position

Salary range is £29K-£32K

About the job area:

As we progress on our digital transformation journey, the digital help and support we provide to our customers is now more important than ever. Our Digital Support team play a really important role for us, being a key point of contact for members using our digital products - resolving queries and issues related to Bupa Touch, Be.Me, Babylon and now Blua Health.

With more members seeing the benefits of registering for a digital account and members doing more with our digital products as we continue to add features and capabilities, we need to make sure we have the right people in place to continue to improve on our already brilliant digital service.

Role overview:

In this role you’ll lead and engage a team of Digital Support Specialists to ensure the delivery of agreed member experience standards and service/productivity metrics.

You will support the culture of continuous improvement by understanding member demand and needs; providing insight to deliver supporting process improvement

What you’ll do:

You will become an expert in our digital propositions and the member journeys they support.

You will lead and motivate your team to be the very best that they can be in their roles.

You will monitor contacts, measuring improvements and supporting the process through calibration sessions.

You will provide insight and understanding of contact trends to drive continuous improvement.

You will work closely with internal stakeholders and colleagues to ensure we operate efficiently and effectively to handle the contact demands and to deliver them within agreed service levels.

What you’ll bring:

Strong digital acumen and have a proven track record of people management.

An ability to identify and collate information to provide feedback for each team member through data which is available

A desire to seek out feedback from other areas to drive improvements to member journeys and the technology that underpins them. .

A proactive approach to absence and capability management to identify development areas, and set improvement plans and instigate remedial action.

Why Bupa?

We are a health insurer and provider. With no shareholders, our customers are our focus. We reinvest profits into providing more and better healthcare for the benefit of current and future customers.

We are proud to announce that Bupa won two awards at the COVER Magazine Customer Care Awards. Including Best Health Insurance and Best Mental Health Support Service (Provider). We were also highly commended for the Best Marketing Team award.

Our benefits are driven by what matters to our people. It’s important to us that these benefits support a work-life balance that keeps people healthy, both mentally and physically, you’ll be eligible for:

• 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, life insurance and income protection

• Annual performance-based bonus

• Onsite gyms or local discounts where no onsite gym available

• Various family friendly benefits

Diversity and Inclusion

Bupa is committed to making sure that every applicant is assessed solely on personal merit and qualifications. We actively celebrate the diversity of our colleagues and provide an inclusive environment so you can bring your true self to Bupa. We’ll make sure you are treated fairly regardless of disability or circumstance. That’s why we’re happy to offer reasonable adjustments as part of our recruitment process to anyone that needs them.

Whether you’ve found your feet or are discovering a new path.

Welcome to a place that celebrates you.

This isn’t where you've been.

This is where you're going.

This is what we have belief in.

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