Senior Manager, Customer Services – Multisite Leader (Hybrid)

BUPA Care Homes (CFCHomes); Salford; Hybrid; GBP 50,000 - 67,000; Full time

Benefits offered by this job

25 days holiday

Health insurance

Pension plan

Annual bonus

Onsite gym discounts

Other benefits

Job summary

Bupa is seeking an experienced Operational Senior Manager Customer Services to lead a large-scale customer service operation supporting Personal, Company and Small Corporate PMI customers.

You will oversee a multi-site team of around 400 colleagues across locations and drive service excellence, process improvements, and a high-performance culture aligned with Bupa's values. Hybrid working is available with 3 days WFH.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Large-scale leadership

People leadership

Stakeholder management

Change management

Job description

Bupa is seeking an experienced Operational Senior Manager Customer Services to lead a large-scale customer service operation supporting Personal, Company and Small Corporate PMI customers.

You will oversee a multi-site team of around 400 colleagues across locations and drive service excellence, process improvements, and a high-performance culture aligned with Bupa's values. Hybrid working is available with 3 days WFH.