Job Description:
Administrator Team Leader
Glasgow, G2 5NW
Permanent
£33,600 + excellent benefits
Full time 40 hours a week
Shifts (07:45 – 16:15, 08:30 – 17:00, 9:00 – 17:30, would need to work one Saturday out of six – 07:45 – 16:15, open until 20:00 every Tuesday – would need to work 1 out of 3 and shift would be 11:30 – 20:00
We make health happen
Working in our support functions you’ll play a key part in helping our colleagues deliver exceptional standards in patient care. No matter your role, you’ll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day.
Role Overview
To manage a team of multi-skilled administrators within a Bupa Health Clinics centre and deliver duties as and when required.
You’ll help us make health happen by:
- Ensuring all administrative staff are aware of customer service standards via induction, Customer Experience training, team meetings, and appropriate system training.
- Supporting ongoing development of customer service skills amongst the administration team by completing timely Customer Experience appraisals and ongoing coaching.
- Engaging and motivating all employees within your team through coaching, one to ones, daily briefings, team meetings, written briefings etc, so that they understand the business objectives and the impact of their role on our success in conjunction with the centre manager.
- Acting as the Centre Complaints Handler, being the first point of contact for any customer complaints and logging and responding to these in an appropriate and timely manner with the help of the Centre Manager, Health Services Manager and/or clinical colleagues.
- Managing the customer journey (prior to, during and after the appointment), responding immediately to requests accordingly to ensure a seamless customer journey.
- Proactively managing admin matters.
- Managing and coordinating the onward customer journey where external referrals to a 3rd party is required.
Key Skills / Qualifications needed for this role:
- Educated to Higher/A’ Level standard (or equivalent)
- PC literate, excellent knowledge of MS office
- Customer service experience and highly customer focussed
- Strong organisational skills with the ability to prioritise workload
- Excellent interpersonal, written and verbal communication skills
- Administrative experience in a healthcare environment (desirable)
- Some previous leadership experience and people management (desirable)
Benefits
Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.
Joining Bupa in this role you will receive the following benefits and more:
- Equivalent to 25 days holiday per year, increasing through length of service, with option to buy or sell
- 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
Why Bupa?
We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.
We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.
Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.
At Bupa we strive to ensure all our of customers, patients and staff are safe. All employees have a duty to ensure that safeguarding children, young people and adults at risk is prioritised and acted on appropriately
Time Type:
Full time
Job Area:
Administration
Locations:
Clinic - Glasgow
