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Evening Customer Service Manager (12 month FTC)

Employer
Bupa Global
Location
Brighton, East Sussex
Salary
Competitive salary for evening shift work
Closing date
31 May 2019

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Sector
Business
Function
Call Centre, Customer Service, Operations
Contract Type
Fixed term
Hours
Full Time

Job Details

We are recruiting a Customer Service Manager (Evening Shift) to join our Brighton based team. The successful applicant will play a pivotal part in ensuring a great customer experience. This is a great opportunity for an experienced Customer Service Manager to join and be part of a vibrant team who make a difference to customer every day.

Bupa is a fantastic organisation to work for with a huge focus on delivering for our customers, throughout the organisation the customer is at the heart of everything we.

The Customer Service Manager ensures that agreed customer service experience is delivered at all times within the Customer Service Department through the effective leadership of our Customer Service Consultants and team coaches.

The focus of this role is to ensure that we are coaching, managing performance, delivering on SLAs and growing our people to deliver outstanding performance against targets.

The Service Managers are responsible for the Customer Service department meeting all SLAs. The Service Manager will drive a culture of customer focus and continuous improvement.

A note from the Hiring Manager:

 “I am looking for somebody who can work as part of a fast-paced operations team, an inspirational leader with a clear passion for customer services. Independent working is a must as you would be the only manager on site at certain times, managing urgent situations and you would be empowered to make decisions to support our customers out of hours.

*This role is on our evening shift which covers the hours of 3pm-12am split across two 8 hour shifts (3pm-11pm & 4pm-12am). This position also works one weekend in four.

 

The Ideal Candidate

  • Background in the global health insurance market, or relevant transferable skills and knowledge from other financial services industries such as Life Insurance, Retail, Commercial or Investment Banking and Wealth Management.
  • Substantial experience of leading the delivery of customer service within a contact centre setting through leading a team
  • A track record of achieving and exceeding targeted business results/KPIs.
  • Able to establish a performance management culture. Evidence of building talented high performing teams and getting the best out of highly talented people whilst quickly and effectively managing performance issues
  • Experience of managing employees who are leaders (for example a team coach or team leader) is advantageous.
  • 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.
  • Exposure to project work including demonstrating successful process improvement initiatives.
  • An ability to speak a second language would be an advantage
  • Experience working evening shift patterns

Company

Bupa’s purpose is longer, healthier, happier lives and making a better world.

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.

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.

Bupa Global has offices around the world including London and Brighton (UK),  Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

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. 

 

We think you would enjoy life with us too – here are a few reasons why:

  • we have a happy, fun and productive environment
  • we support and appreciate our people
  • you'll work with highly motivated colleagues
  • there are lots of opportunities to volunteer for local community projects
  • we offer discounts on many of our products and services to help you take care of your health

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Company info
Website
Telephone
01273866157
Location
Victory House
Trafalgar Place
Brighton
East Sussex
BN1 4FY
United Kingdom

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