Service Centre Case Co-ordinator

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.

**About the opportunity**

**This is a 6 month FTC, you will be provided with flexible working / work from home arrangements. You can based in Sydney, Melbourne or Brisbane.**

The Service Centre Case Co-Ordinator will focus on co-ordinating Bupa Technology Incidents and Service Requests, whereby they will be responsible for tracking, monitoring, and reporting on status of all Bupa Technology current, aged and outstanding cases.

The role will be expected to provide case updates to all Bupa Technology case requesters on the status, progress, and estimated completion time on outstanding cases. Further to this, the role will be expected to also support the Service Experience Manager in analysing Service Desk NPS feedback for Bupa Technology and helping to track NPS action plans.

The role will handle Bupa Technology Stakeholder operational escalations related to Incidents and Service Requests, as well analyse current trends, data, and insights to identify and suggest improvement opportunities.

**How can you help?**
- Co-ordinate, track, monitor and report on status of all Bupa Technology outstanding and aged Incidents and Service Requests
- Pro-actively communicate updates with Bupa 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 Technology 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 Technology 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 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

**What do you 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

**What’s in it for you?**

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.

Perk highlights:

- Discount on our health insurance, travel, car, home, contents and pet insurance products
- 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.

You will feel happier & healthier for working at Bupa
- Health insurance