R1500991 Senior Manager customer service

Bupa; Staines-upon-Thames; Hybrid; GBP 53,000 - 64,000; Full time

Benefits offered by this job

25 days holiday

Bupa health insurance

Enhanced pension plan

Annual performance-based bonus

Onsite gyms or local discounts

Various other benefits and online-disr

Job summary

Bupa is seeking an experienced Operational Senior Manager Customer Services to lead a large multi-site team in a hybrid working model. You will drive customer experiences, set operational plans, and collaborate with key stakeholders to deliver strategic outcomes.

The role focuses on developing leaders, improving service performance, and ensuring governance and compliance across the operation. Excellent communication and change leadership are essential.

Qualifications

• We are seeking an experienced operational leader who can run large-scale customer service or contact centre operations.
• Strong people leadership experience managing managers and building high-performing teams.
• Record of measurable improvements in customer experience, service performance, and efficiency.
• Excellent stakeholder management and communication, with senior-level influence.
• Experience handling operational risk, compliance, and regulatory requirements.
• Passion for continuous improvement and delivering positive outcomes.
• The ability to lead through change in a fast-paced environment.

Responsibilities

• Lead a multi-site customer service operation of around 400 FTE.
• Champion outstanding customer experiences and first-contact resolution.
• Develop and deliver operational plans aligned with strategic objectives.
• Partner with Healthcare Benefits Management and key stakeholders.
• Lead, coach and develop first and second-line leaders.
• Drive continuous improvement to enhance outcomes and efficiency.
• Ensure quality, risk, governance and compliance standards are met.
• Identify cost-reduction opportunities via process improvements.
• Support business change and healthcare proposition developments.
• Create an engaging, high-performing culture aligned with values.

Skills

Large-scale CS operations

People leadership

Customer experience improvements

Stakeholder management

Regulatory & risk management

Process improvement

Change leadership

Job description

Job Description:

Job Title: R1500991 Senior Manager customer service

Job Grade: D17

Location: Bupa Place, Manchester or Willow House, Staines
Working Pattern: Flexible / Hybrid Working - 3 Days WFH
Type: Permanent, Full Time (37.5 Hours per Week)
Salary: From £58,600 DOE and location plus fantastic benefits

Closing Date: 23/11/2026

About the Role

Make Health Happen

At Bupa, our purpose is helping people live longer, healthier, happier lives. We're looking for an experienced and inspirational Operational Senior Manager Customer Services to lead a large-scale customer service operation supporting our Personal, Company and Small Corporate PMI customers.

This is a high-profile leadership role where you'll be responsible for delivering exceptional service, driving operational excellence, and leading a team of approximately 400 colleagues across multiple locations.

This job description describes the primary accountabilities and requirements of the role. Whilst all role holders operate within the same job family and framework, specific duties and stakeholder responsibilities may differ according to business requirements and areas of assignment.

What you'll be doing

As Operational Senior Manager Customer Services, you'll:

• Lead and inspire a multi-site customer service operation of around 400 FTE.
• Champion outstanding customer experiences, driving first-contact resolution and removing barriers for customers.
• Develop and deliver operational plans that support strategic business objectives.
• Partner closely with Healthcare Benefits Management and key stakeholders across the business.
• Lead, coach and develop first and second-line leaders to achieve high performance.
• Drive continuous improvement initiatives that enhance customer outcomes and operational efficiency.
• Ensure quality, risk, governance and compliance standards are consistently met.
• Identify opportunities to reduce costs through process improvements and operating model enhancements.
• Support the successful implementation of business change and healthcare proposition developments.
• Create an engaging and high-performing culture aligned with Bupa's values and strategy.

What we're looking for

We're seeking a proven operational leader who can demonstrate:

• Significant experience leading large-scale customer service or contact centre operations.
• Strong people leadership skills, with experience managing managers and developing high-performing teams.
• Experience delivering measurable improvements in customer experience, service performance and operational efficiency.
• Excellent stakeholder management and communication skills, with the ability to influence at senior levels.
• Experience managing operational risk, compliance and regulatory requirements.
• A passion for continuous improvement and delivering positive business outcomes.
• The ability to lead through change and inspire teams in a fast-paced environment.

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social, and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• 25 days holiday, increasing through length of service, with option to buy or sell
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Annual performance-based bonus
• Onsite gyms or local discounts where no onsite gym available
• Various other benefits and online discounts

Why Bupa?

We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to ”Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

Time Type:

Full time

Job Area:

Call Centre

Locations:

Bupa Place, Staines - Willow House