Client Advocacy Supervisor

Cigna; Greenock; On-site; GBP 40,000 - 50,000; Full time

Job summary

A global health service company is seeking a Client Advocacy Supervisor in Greenock. This role involves managing a team of Analysts, ensuring service delivery, and maintaining key performance indicators. The ideal candidate will have significant experience in operational roles, strong leadership abilities, and excellent communication skills. Join a purpose-driven team at the forefront of transforming healthcare.

Qualifications

• Minimum two years’ operational experience within Cigna.
• Experience managing teams of 10+ individuals.
• Strong understanding of complaint regulations.

Responsibilities

• Manage Client Advocacy Analysts to meet departmental KPIs.
• Ensure delivery of quality service to clients.
• Prepare operational performance reports for management.

Skills

Team Leadership

Analytical Thinking

Customer-Centric Mindset

Communication Skills

Coaching and Development

Tools

Salesforce

Microsoft Office

Job description

Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries, we serve more than 180 million customers and patients worldwide. Ranked 13th on the Fortune 500 in 2025, Cigna is recognized as one of the most trusted and influential names in the industry.

Our mission is to improve the health, well-being, and peace of mind of those we serve.

Join our globally recognized brand, where trust, communication, and a positive culture are at the core of everything we do. Our leadership is consistent, approachable, and supportive—ensuring your well-being and work-life balance.

We’re looking for individuals who thrive in collaborative environments, are passionate about meaningful change, and want to grow in a company that puts people first.

At Cigna, you’ll be part of a purpose-driven team that values innovation, compassion, and impact. Whether you\'re shaping better care experiences or supporting customers through life’s key moments, your work will matter.

Grow with us—and help shape the future of healthcare.

About the role

As Client Advocacy Supervisor, you will be responsible for the management of the Client Advocacy Analysts. You will ensure delivery of department KPIs and collaboratively work with our operational teams to ensure a seamless service delivery and support to our Commercial Teams and Clients. You will be accountable for all aspects of service delivery from the team.

Responsibilities

• Team Leadership & Development

• Lead and support a team of Client Advocacy Analysts through coaching, regular check-ins, and performance reviews.
• Foster a positive team culture focused on engagement, well-being and continuous development.
• Act as a role model by demonstrating integrity, enthusiasm, and a strong work ethic.
• Ensure that productivity and quality are managed to achieve operational KPIs.

• Operational Oversight

• Ensure delivery of departmental KPIs by managing productivity, quality, and capacity planning in collaboration with Workforce Management.
• Manage escalations from the team for highly sensitive and/or critical cases, ensuring timely and effective resolution.
• Monitor trends and MI and generate insights to drive improvements across the team and wider business.

• Stakeholder & Client Support

• Serve as a key contact for operational escalations from Commercial Teams, acting as a central point of coordination.
• Ensure team members provide clear, comprehensive feedback to clients and maintain ownership of cases through to resolution.
• Collaborate with internal departments to ensure seamless service delivery and build strong cross-functional relationships.

• Reporting & Compliance

• Prepare and present operational performance reports to Client Managers and Service Executives.
• Identify and escalate risks proactively to senior leadership and relevant stakeholders.
• Ensure full compliance with Consumer Duty and support ad hoc business needs as required.
• Be active in seeking and sharing ideas for innovation in business processes within the operations teams and beyond.
• Carry out any ad hoc tasks as required to meet the business needs.

Your profile

Experience & Knowledge

• Minimum of two years’ experience in operational roles within Cigna, with exposure to customer service or claims is a plus.
• At least two years of people-management experience for large operational teams (10+ reports). Experience managing multiple operational processes is desirable.
• Significant experience in complaint management and handling of complex, sensitive cases in collaboration with Client Management, Clients and Brokers.
• Familiarity with internal operational networks and best practices for resolving diverse and high-impact issues.
• Strong understanding of relevant legislations, complaint regulations and guidelines.

Leadership & Team Development

• Demonstrated ability to coach, develop, and motivate individuals, fostering a collaborative and innovative team environment.
• Skilled in leading teams through complex situations involving multiple stakeholders, while maintaining focus on resolution and service excellence.

Communication & Interpersonal Skills

• Strong verbal and written communication, presentation, and listening skills, with a high level of empathy and diplomacy.
• Customer-centric mindset with the confidence to challenge decisions constructively when needed.
• Strong internal network across the wider business.
• Proven ability to partner effectively with Client Management and Sales teams.
• Previous experience of client and broker-facing communications.
• Availability for occasional travel to in-person meetings when required.

Analytical & Organisational Abilities

• Strong analytical thinking with excellent planning, prioritisation and multitasking skills.
• Results-driven and accountable, with the ability to adapt quickly to shifting priorities and tight deadlines.
• Proficient in Microsoft Office tools (Excel, PowerPoint, Windows) and comfortable working with data and reporting tools.
• Significant knowledge and experience with Salesforce and Service Centre. Proven ability to create and modify reports or dashboards within SF is desirable.
• Demonstrated success in implementing and executing process improvements and system enhancements.

Shift: Madrid normal office working hours M-F 9 to 16:45

Greenock normal office hours M-F 9 to 17:00

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: [e-mail] for support. Do not email [e-mail] for an update on your application or to provide your resume as you will not receive a response.