Team Leader - Manchester, United Kingdom - Bright Horizons UK

Bright Horizons UK Manchester, United Kingdom

3 days ago

Description

Role:
Provider Operations Team Leader (Customer Service)

Salary:
£DOE

Hours and Type:
Full Time / Permanent / 37.50 hours per week / Monday to Friday

Based:
Hybrid with occasional travel to our office in Manchester

Manage the day-to-day performance and delivery of the Back-Up Care provider network, ensuring it meets the growing needs of the business and exceeds the expectations of our corporate clients' employees.

Managing the performance and development of the Provider relations assistant ensuring productivity and quality. Monitoring feedback and resolving Provider escalations.

Managing the workloads within the team and ensuring provider receive the best possible support and service ensuring BH are a partner of choice.

Managing the ongoing day to day management of their provider accounts, highlighting any potential opportunities for process improvements and communication opportunities

Flexible working and holiday entitlements
Discounted childcare
Annual gala award evening
Fantastic range of discounts on high street retailers, grocery stores, cinema tickets, holidays and more
Wide range of wellbeing resources, supporting our teams for the ups and downs of daily life

We've been voted Great Place to Work for the last 17 consecutive years, as well as being awarded the newly created Great Place for Wellbeing and Great Place for Women 2023.

Our support functions enable our nurseries to deliver the best possible care and education to over 10,000 children across the UK.

Through this support, our nurseries can deliver excellence – with 98% of our 300+ portfolio being rated Good or Outstanding by Ofsted.

We're on a mission to change the future for children, families, and the people we work with, and are committed to progressive working values like flexibility, work-life balance, and wellbeing.

Ongoing management of network providers to ensure they are paid on time, drive acceptance, reliability, and quality. Maintaining close relationships with Bright Horizons nursery teams and internal nanny agencies to optimise internal Back-Up Care acceptance.

Ensuring close relationships with Contact Centre teams to ensure high quality of Back-Up Care customer service delivery and process alignment.

Liaising with Care and Quality team for feedback on complaints, nanny no shows and cancellations.
Being a point of escalation for Back-Up Care provider issues, such as complaint management, monitoring feedback and resolving network escalations, and actioning as necessary
Being aware of the industry landscape from both regulatory and M&A perspectives
Managing the provider relations assistants to ensure they meet performance standards through one to ones, coaching and training.
Updating key stakeholders and executive/senior leadership on key Back-Up Care developments
Monitoring performance against targets
Strong analytical skills, comfortable working with data
Management experience
Stakeholder management
Strong operational oversight, with a track record of effective operational team management
Strong Microsoft Office skills

Ability to use BI tools such as Qlik to analyse and improve performance.
Familiar with CRM systems

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