Customer Service Performance Executive

7 months ago


Salford Quays, United Kingdom Bupa Full time

**Customer Service Performance Executive**

**Bupa Place (Salford Quays M50 3SP) or Staines (TW18 3DZ)**

**Hybrid working**

**Permanent/fixed term contract (state length if fixed term)**

**Salary starting at £27,500 per annum depending on experience + fantastic benefits**

**Full time**

Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose - helping people live longer, healthier, happier lives and making a better world.

**Role Overview**

The Customer Service Performance Executive (CSPE) is responsible for implementing, monitoring, and improving the processes, controls, MI and governance outputs for the Pay for Performance Framework, which covers c.700 employees within Customer Services. This role will support the Customer Service Performance Manager (s) with the maintenance and delivery of the required outcomes, meeting both our regulatory and business requirements.

**What you’ll do**
- Work closely with the MI & Analytics team to ensure accuracy of the Pay for Performance Advisor Dashboard and opportunities for further development are maximised
- Develop and provide regular outputs to relevant stakeholders which demonstrate the effectiveness of the Pay for Performance Framework and performance of the contact centre
- Use those insights and your analysis to influence the operational managers and leaders to identify opportunities to improve performance within the contact centre, identifying risks to performance
- Support the Customer Service Performance Manager(s) with the creation and ongoing delivery of a framework of Governance around the Pay for Performance Framework and wider Customer Service performance, which uses insights and data to provide progress on key performance indicators and risk measures-Review the effectiveness of the data used to provide insights, ensuring continuous improvement

**What you’ll bring**
- Extensive knowledge of contact centres, gained from experience as an advisor, leader within the operation, planning or risk roles
- Stakeholder manager
- Ability to coach our people leaders utilise data / insight to drive performance
- Problem solver and Self-reliant with strong organisational skills.
- Ability to build and influence a network of contacts up to CSM levels within Bupa and manage this relationship.
- Ability to define processes and gain agreement across departments within UKI
- Skilled in all aspects of Microsoft Office Applications
- Self-disciplined with an attention to detail with the ability to work under pressure.
- Understanding of customer service principles and a commitment to service excellence.
- Strong Influencing and negotiating skills
- Confident with data and able to interpret it to provide insights
- Ability to create and meet deadlines
- Highly motivated and able to work unsupervised

**Why Bupa?**

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.

Our benefits are driven by what matters to our people. It’s important to us that these benefits support a work-life balance that keeps people healthy, both mentally and physically. You will be eligible for:

- 25 days holiday, 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 performance-based bonus
- Onsite gyms or local discounts where no onsite gym available
- Various other benefits and online discounts

**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. 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.

Time Type:
Full time



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