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Customer Service Manager

This job has expired, and cannot be applied for.

Posted By: BUPA
Address:
- Manchester
Contact:
Date Posted: 23rd Oct 2008
Salary: 30-40k
Location: Salford (M50 3XL)
Reference Code:
Views Since Posting: 333
Full Description:

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

You'll be leading, managing and supporting a team of Service Team Managers in delivering department Key Performance Indicators (KPI’s) and to be accountable for the delivery of excellent service for our customers.Working effectively with Sales colleagues in the acquisition, management and retention of B2B Customers, is a key element of the role.

Key Responsibilities

Contributing to the development and implementation of operational plans including Key Performance Indicators which ensure delivery of service and quality standards within your operational areas.
Ensuring that service level agreements, and where applicable, those with financial penalties are not compromised.
Working cross functionally and cross-site to achieve consistent service levels for all customer groups.
Leading, motivating and developping a team of Service Team Managers by reviewing the performance, objectives and competencies of each Manager, to enable the department to achieve all KPI and quality targets.
Instigating and managing disciplinary action when appropriate in line with Bupa Policy.
Ensuring systems and controls are in place to meet regulatory requirements.
Champion and support continuous improvement within the operational areas.
Champion and support the key principles of “Treating Customers Fairly”.
Liasing regularly with Senior and Operational Managers across UK Membership, ensuring consistency of service delivery in line with the agreed strategic business objectives.
Contributing to the development and delivery of the annual operating plan (budget) - both in terms of people and variable costs and maximising opportunities, where they exist, to reduce operational cost.
Meeting targets on management of benefit spend where applicable in conjunction with Finance
Being accountable for the service delivered to the customers nominated under your control.
Liasing with Sales to maximise opportunities for corporate client acquisition and retention.
Considering internal factors when defining a tactical approach to daily/weekly operational performance to ensure Key performance Indicators within own specific portfolio and across functions and sites as appropriate are met.
Regular liaison with planning to ensure sufficient resource available at all times to deliver against operational plan.

Specific Skills
Previous CSM/Section Manager experience is essential for this role
Previous experience within the contact centre sector is essential
People management experience is essential, ideally managing a team of Team Managers
Commercially aware
Strong focus on delivering the highest level of customer service
Extremely professional by nature
Strong leadership skills with an ability to motivate others
Strong relationship building skills
Strong communication skills
Target driven with strong time management skills