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Form of workAbout Bupa Asia Pacific
From aged care homes receptionists, dental surgeons, telehealth and admin, to our call centres, data professionals and tech gurus, we’re all in it together – 22,000+ people who keep inspiring each other to explore new possibilities, wherever the challenges of the healthcare world take us.
Where are we heading?
We set a global ambition to be the world's most customer-centric healthcare company, and are committed to excellent customer experiences through service, value, and putting our customer at the heart of everything we do. Care is at our core and will always be a part of how we operate.
More than that, our care puts customers at the heart of everything we do. We make a genuine effort to see the world through our customers’ eyes to make things easy, keep relevant to their needs and showing empathy and understanding.
About the role:
The role of the Customer Service Team Leader is to lead, coach and manage a team of Customer Advisors to deliver customer services within the agreed service level, quality standards and growth targets.
This is a permanent, full-time role that can be based in Brisbane or Melbourne.
How will I help?
Key accountabilities of this role include:
- Lead, develop, coach, and manage the performance of the Customer Service team to ensure services are delivered in accordance to agreed standards, guidelines, and procedures; and to achieve the service, growth, and retention targets
- Monitor and manage the incoming call volume through queue management and implement contingencies as required
- Proactively manage change by coaching and leading the team through the change management process
- Analyse results and performance, and determine strategies to improve growth, retention, service capability and performance
- Work with other Team Leaders and other Bupa business units in achieving Customer Service objectives
What do I need?
- Minimum of 5 years’ experience in Contact Centre setting and demonstrated understanding of Health Insurance industry
- Highly developed communication skills
- Excellent leadership, people and team management skills
- Ability to demonstrate a strong understanding of Contact Centre practices, contingencies and operations
- High level of written and verbal proficiency
Why work at Bupa?
- We reward our people and celebrate their success, provide initiatives that develop careers and look after our people’s health, well-being, and futures.
- We’re a welcoming lot, no matter who you are or where you’ve come from. We welcome all talents and backgrounds and embrace our differences, so you can bring your true self to work.
- Our employees can access wide range of benefits: from our own products (incl. health insurance discounts) to many other products and services via our partnerships program (like Apple, Samsung, JB Hi-Fi, plus gym and spa discounts to name a few).
- An additional annual leave day for you to focus on your wellbeing
- An additional volunteer day each you for you to give back to your community
**Please note that selection processes will commence immediately, and late application may result in exclusion from the process**
