Job Description
Role: Provider Operations Team Leader (Customer Service)
Find out more about the daily tasks, overall responsibilities, and required experience for this opportunity by scrolling down now.
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
Closing Date 9/5/24
Purpose of Role:
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
What We Can Offer You:
Our benefits include, but are not limited to:
- Flexible working and holiday entitlements
- Discounted childcare
- Quarterly Employee Appreciation Weeks
- 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
Why Bright Horizons?
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.
Responsible For:
- Ongoing management of network providers to ensure they are paid on time, drive acceptance, reliability, and quality. Ensuring strong day to day relationships, being a point of contact for escalated provider queries and that BH are a supportive, beneficial partner to work with.
- 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.
- Ensuring that provider’s details are accurate and up to date.
- Ensuring providers are paid, accurately and in line with contracts.
- Liaising with Care and Quality team for feedback on complaints, nanny no shows and cancellations.
- Promoting uptake of providers to efficiency mechanisms, such as utilisation tech-enabled bookings
- 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.
- Making recommendations on process and service improvements
- Updating key stakeholders and executive/senior leadership on key Back-Up Care developments
- Reporting on key MI/KPIs and meeting SLAs
- Monitoring performance against targets
- Maintaining relationships with US counterparts to knowledge share
Essential Experience:
- Strong analytical skills, comfortable working with data
- Proactive, with experience of driving improvements
- Management experience
- Results driven leader.
- Excellent communicator with strong negotiating skills
- Stakeholder management
- Strong operational oversight, with a track record of effective operational team management
- Strong Microsoft Office skills
Experience Desirable:
- Ability to use BI tools such as Qlik to analyse and improve performance.
- Understanding of the childcare industry
- Understanding of the eldercare industry
- Understanding of the employee benefits market
- Familiar with CRM systems
Personal Attributes:
- Organised
- Good communicator
- Influential
- Inspirational
Bright Horizons are committed to creating inclusive environments where everyone has a sense of belonging and has the opportunity to contribute and thrive in meaningful and impactful ways. We are an inclusive employer and welcome people from all ages and backgrounds to apply. We will consider reasonable adjustments required by applicants. Please note, due to our sector all roles are subject to an Enhanced DBS