Service Centre Case Co-ordinator

Opportunity snapshot:
An exciting, permanent opportunity has become available for a Service Centre Case Co-Coordinator - Dental

The Service Centre Case Coordinator will focus on co-ordinating Bupa Dental Technology Incidents and Service Requests, whereby they will be responsible for tracking, monitoring, and reporting on status of all Bupa Dental Technology current, aged and outstanding cases. The role will be expected to provide case updates to all Bupa Dental case requester on the status, progress, and estimated completion time on outstanding cases. Further to this, the role will be expected to also support the Service Centre Experience Lead in analysing Service Desk NPS feedback for Bupa Dental and helping to track NPS action plans. The role will handle Bupa Dental Stakeholder operational escalations related to Incidents and Service Requests, as well analyse current trends, data, and insights to identify and suggest improvement opportunities

How will I help?
- Co-ordinate, track, monitor and report on status of all Bupa Dental Technology outstanding and aged Incidents and Service Requests
- Pro-actively communicate updates with Bupa Dental technology case requestors on the status, latest update, and estimated time to completion. Where required, help co-ordinate service restoration through technology operational teams will maintaining consistent and regular updates back to the case requestor
- Respond to Operational escalations from Bupa Dental Stakeholder’s related to outstanding incidents and Service requests. This will include co-ordinating the escalation and collaborating with the relevant technology operational teams to ensure appropriate outcomes
- Analyse and respond to all Bupa Dental Service Desk NPS responses, along with the associated feedback. This includes creating and tracking associated NPS action plans to their outcomes
- Monitor the overall Bupa Dental Technology case backlog and aged profile of cases, taking a proactive and collaborate approach to reduce overall aged cases and assisting operational teams with managing case outcomes
- Identify continuous improvements opportunities to further advance the overall service and experience, with a view of increasing overall efficiency leveraging technology and automation. Ensure ongoing extensive knowledge of industry standards and best practices
- Other responsibilities as directed by the Service Centre Experience Lead

What do I need?
- Tertiary qualifications in Information Systems or related business discipline or equivalent industry experience
- Strong IT Technical background and experience
- Co-ordination skills required
- Collaboration and communication skills required
- Data analysis skills required
- Demonstrated ability in delivering continuous improvement initiative

Key relationships
- All Technology Support functions
- All Dental users of Technology Services
- Service Centre Leadership Team
- The ‘Heads Of’ Technology community across Bupa Dental

What’s in it for me?

As well as a competitive salary, a range of Bupa benefits and flexible working/work from home arrangements, you’ll be challenged and encouraged to innovate. You will partner with colleagues who are dedicated to delivering exceptional experiences. We respect and consider everyone, knowing your difference will make the difference.

Perk highlights:

- Discount on our health insurance, travel, car, home, contents and pet insurance products as well as discounts when you attend a Bupa Dental clinic or purchase glasses from a Bupa Optical store.
- A dedicated internal wellbeing team provides you with a range of services, such as a global resilience program, regular training opportunities on a range of wellbeing topics and access to a variety of wellbeing discounts.
- An additional well-being day each year to treat yourself.

About Bupa

Bupa is an international healthcare group which has been committed to a purpose of longer, healthier, happier lives and making a better world for more than 70 years. In Australia and New Zealand, Bupa supports more than 5 million customers through a broad range of health and care services including health insurance, aged care, rehabilitation, dental, optical, medical, hearing, and medical visa services.

Our people reflect the diversity of our community. At Bupa, your wellbeing, identity, and own story is respected and valued.

Time Type:
Full time