Senior Customer Service Leader - 400+ Team, Hybrid

Bupa; Salford; Hybrid; GBP 53,000 - 64,000; Full time

Benefits offered by this job

25 days holiday (increasing with years

Bupa health insurance

Enhanced pension and life insurance

Annual performance-based bonus

Onsite gyms / local discounts

Other benefits and discounts

Job summary

Bupa Place, Manchester or Willow House, Staines, is seeking a Senior Manager Customer Service to lead a ~400-strong operation across multiple locations, driving service excellence and cost-efficient processes.

The role offers hybrid working, a competitive salary from £58,600, and a comprehensive benefits package. You will shape strategy, coach leaders, and collaborate with stakeholders to deliver exceptional customer outcomes.

Qualifications

• Significant experience leading large-scale customer service or contact centre operations.
• Strong people leadership skills with experience managing managers and developing teams.
• Experience delivering improvements in customer experience and operational efficiency.

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 to business objectives.
• Partner with Healthcare Benefits Management and key stakeholders.
• Coach and develop first and second-line leaders for high performance.
• Drive continuous improvement to enhance customer outcomes and efficiency.
• Ensure quality, governance and compliance standards are met.
• Identify cost-reduction opportunities via process improvements.

Skills

Leadership & people mgmt

Customer service leadership

Stakeholder management

Process improvement

Change leadership

Job description

Bupa Place, Manchester or Willow House, Staines, is seeking a Senior Manager Customer Service to lead a ~400-strong operation across multiple locations, driving service excellence and cost-efficient processes.

The role offers hybrid working, a competitive salary from £58,600, and a comprehensive benefits package. You will shape strategy, coach leaders, and collaborate with stakeholders to deliver exceptional customer outcomes.