Bupa Global
Health Insurance
TeamCoach
“Team Coach at Bupa Global. Skills: Coaching, Training, Customer service, Process improvement. Lead academies for new joiners. Identify training needs”
What You'll Achieve.
Meeting or exceeding Net Promoter Score (NPS) targets; Achieving required competency levels; Achieve positive customer outcomes
Industry & Context.
Resolve customer issues efficiently
What They're Looking For.
Must Have
Ensuring the customer is treated in a fair and consistent manner when raising a complaint with Bupa Global, Adhere to all requirements of the Training and Competency Scheme, Manage escalations from external customers, Act as a subject matter expert, Ensure compliance with relevant policies and procedures, Collaborate closely with internal stakeholders, Regularly perform front‑line operational tasks, Support Service Managers with day‑to‑day operations
Nice to Have
Experience in frontline service roles, Broad experience in both customer service and business partnership roles within Bupa Global, Candidates with less experience must demonstrate a willingness to learn, Recognised as a role model for excellent customer service, quality, and consistent delivery against KPIs, Sound understanding of regulatory and governance requirements relevant to frontline operations
What You'll Do.
Lead academies for new joiners
Identify training needs
Plan and deliver training sessions
Design learning materials
Conduct one-to-one coaching sessions
Develop technical capability
Achieve competency levels
Resolve customer issues
Enhance operational processes
Improve customer journey
Review and update processes
Update knowledge base
Maintain product knowledge
Maintain system knowledge
Maintain procedure knowledge
Deliver training to other teams
Maintain customer-handling skills
How You'll Work.
Team & Collaboration
Collaborate closely with internal stakeholders including Sales, Claims, and Customer Relations; Work collaboratively across multiple departments
Communication Scope
Interpersonal and communication skills; Proven coaching ability
Applying for this Team Coach role?
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