Job Description:

A go-to member of the leadership team, you are a role model for how we engage with our customers. Managing and developing a team of Quality Consultants, you will be responsible for ensuring your team manages complaints, conclusions and deliver fair outcomes whilst providing an excellent service improvement for customers within Bupa.

Promote excellent operational performance within a team against planned improvement metrics.Support the Senior Manager in the delivery of Bupa objectives and regulatory requirements ensuring that fair outcomes and excellent standards of service are delivered to  our customers
 

Main Responsibilities

• Lead, motivate and develop a team to ensure Quality Standards are maintained and reviews are completed in line with agreed SLAs.
• Work closely with internal customers to ensure feedback from quality assessments changes the way in which complaints are administered and if appropriate, relevant procedures/processes are updated.
• Promote and support the delivery of ongoing and improved customer service; escalating issues and identifying common trends in line with existing frameworks, focusing on preventing issues from happening in the future.
• Deliver the agreed customer service experience through:
• Coaching, developing and leading a highly skilled team
• Managing absences to the agreed standard
• Dealing with any performance issues
• Complete regular 121s with all team members
• Ensure that resources are managed in line with the workforce plan
• Work closely with the Continuous Improvement and Change team and othe Team Managers across the operation to ensure ongoing improvement and alignment of processes
• Hold regular team meetings to ensure great quality two way communication
• Facilitate recruitment as required
• Drive the communication process within the department, including responsibility for all messages that are conveyed (content and style)
• Accountable for the resolution of customer related issues that are identified by your team. Responsible for identifying/removing any barriers that impacts the delivery of outstanding customer satisfaction
• Ensure high levels of employee engagement, measured through regular eNPS surveys. Understand, acts and shares eNPS results with the team, building relevant actions plans for improvement.
• Ensure there are high levels of team working and that the team is aligned and engaged with Bupa’s purpose and goals
• Being a role model for the team demonstrating outstanding personal behaviours and performance. Being an ambassador for the function
• Responsible for discovering and implementing potential opportunities for improving the customer experience.
• Adherence to required regulatory guidelines and specifically financial conduct authorities regulations. Identification and timely escalation of any regulatory issues that require resolution at a more senior level

The Ideal Candidate

The role holder is expected to have the following experience and qualification/s

• Previous experience of a team within a complaints/quality assurance environment.
• Excellent communication skills with the ability to liaise and communicate with Senior Stakeholders and customers.
• Organised and able to prioritise workload.
• Evidence of building talented high performing teams and getting the best out of highly talented people whilst quickly and effectively managing performance issues
• Strong ability to carry out effective coaching and development
• Excellent interpersonal, communication and influencing skills are required with emphasis on achieving results and successful outcomes.
• Excellent data analysis, data presentation, root cause skills
• Exposure to project work including demonstrating successful process improvement initiatives.
• An ability to speak a second language would be an advantage
• Experience of leading the delivery of customer service within a contact centre setting, coupled with experience of leading a case management approach to query resolution.
• Knowledge of TCF principles, FCA complaint handling requirements, CQC complaint handling requirements, T&C principles and FOS rules.
• Progress to relevant Regulatory Qualifications within an agreed timeframe.