Service Team Manager

Bupa

Remote Service Team Manager responsible for leading team activities and ensuring effective customer service delivery. Overseeing operational performance and quality improvements within healthcare services.

Posted 4/28/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Accountable for leading and owning Remote Service Team activities ensuring performance is optimised and clinical governance processes are adhered to.
Support the Service Operations Manager to drive and improve operational performance across the service lines and ensure customers receive the highest standards of customer service and satisfaction.
Take accountability for quality improvements and people management.
Drive a culture of continuous improvement by reviewing demand, understanding customer’s needs (adults and children) and delivering process improvements.
Proactively support the Service Operations Manager in leading and managing the business needs of the service.
Drive and manage operational efficiencies across the service through effective utilisation and efficient scheduling of resources.
Use insights from the Net Promoter System to continually drive improvements to the customer experience across Remote Services.
Support the collection of the right management information and interpretation of the data using the expertise of the clinical team around you.
Act as operational lead supporting the Service Operations Manager with new business and service lines developments.
Analyse failure demand, customer satisfaction results, complaints, and immediate feedback.
Working towards understanding the root cause and put in place speedy remedial actions.
Ensure all incidents, concerns, complaints, and risks are managed in line with SLAs and Clinical Governance.

Requirements

What you’ll need

Excellent interpersonal skills and the ability to communicate with employees, colleagues and customers.
Strong experience of leading teams and people management including evidence of the ability to engage and motivate people.
Previous experience in a customer service environment and understanding of drivers of customer service excellence.
Experience of the health and care and / or wellbeing industry.
Good track record of driving business performance and delivering business results.
Organisation and time management skills.
Good presentation skills.
IT proficiency including the use of Microsoft office systems.

Benefits

Comp & perks

Bupa health insurance as a benefit in kind
An enhanced pension plan and life insurance
Annual Health Services Bonus Scheme
Support with travel costs via a season ticket loan or cycle2work
Various other benefits and online discounts

ATS Keywords

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Soft Skills

interpersonal skillspeople managementcustomer service excellenceorganisation skillstime managementpresentation skillsleadershipcontinuous improvementcommunicationmotivation