Vulnerable Customer Manager

BUPA; Eccles; On-site; GBP 46,000 - 62,000; Full time

Benefits offered by this job

25 days holiday

Medical insurance

Enhanced pension

Life insurance

Onsite gyms or discounts

Job summary

Bupa Place, Salford Quays or Willow House, Staines, is looking for a Vulnerable Customer Manager on a permanent, full-time basis. You will develop and deliver the Vulnerable Customer Strategy and work with senior stakeholders to ensure regulatory compliance and best-in-class customer support.

Lead policy execution, train teams, and drive data-driven improvements while collaborating with the Head of Customer Experience and other leaders.

Qualifications

• Understanding of rules, regulations and principles relating to vulnerable customers.
• Track record of leading customer experience improvements.
• Experience deploying business change or new services.
• Ability to influence across teams and senior stakeholders.
• Delivery-focused with strong communication skills.

Responsibilities

• Develop, own, and embed UK Insurance Vulnerable Customer Policy.
• Evidence adherence to regulatory requirements for vulnerable customers.
• Lead a cross-functional Vulnerable Customer Champions forum.
• Review and improve training materials and delivery (Academy, eLearn, outsourcers).
• Analyse data points (QA, Voice Analytics) to demonstrate vulnerability performance.
• Identify new data points to strengthen the picture of vulnerable customers.
• Improve recognition and recording of vulnerability.
• Regularly review vulnerable customer services for fit-for-purpose.

Skills

Vulnerable customer policy

Cross-functional leadership

Regulatory compliance

Stakeholder management

Training & development

Data analytics

Team leadership

Change management

Communication

Energy & resilience

Job description

Job Description:

Vulnerable Customer Manager

Location: Bupa Place, Salford Quays or Willow House, Staines

Permanent Contract

Salary: From £53,900 dependant on experience and location

Full time: 37.5 Hours per week
10% Management Scheme Bonus

We consider all types of flexibility, including locations, hours and working patterns.

Bupa's purpose is to be the most customer centric healthcare organisation in the world. Your goal is to Identify and evidence improvements directly focused on supporting vulnerable customers, ensuring we not only deliver our regulatory obligations but excel in supporting our customers' needs.

You will work within the Operations & Healthcare Management function and be responsible for the development and delivery of our Vulnerable Customer Strategy. You will be supported by the Head of Customer Experience and Vulnerable Customer and work in parallel with the Customer Experience Manager

This role will require you to be confident working with senior stakeholders and to present formally to the Senior Leadership Team, the Vulnerable Customer Committee and Exco as required.

You'll help us make health happen by:

• Develop, own, and embed our UK Insurance (UKIs) Vulnerable Customer Policy.

• Evidence UKIs adherence to all related Vulnerable Customer regulatory requirements

• Lead a cross-functional forum of Vulnerable Customer Champions, driving visibility and adoption.

• Review and drive improvements to training (Academy, eLearn, outsourcers, etc.) to improve adoption & adherence.

• Analyse and improve all current data points evidencing adherence to vulnerable customer policy (QA, Voice Analytics)

• Actively seek out new data points to give the strongest possible picture of vulnerable customer performance.

• Identify and drive improvements to increase accurate recognition and recording of vulnerability.

• Periodically review all current vulnerable customer services to ensure fit for purpose (e.g. braille / transcriptions)

Key Skills needed for this role:

• An understanding of the rules, regulations and principles relating to vulnerable customer

• A track record of leading successful improvements in customer experience demand

• A track record of developing and deploying business change or the introduction of new products or services.

• Proven ability to build effective working relationships across teams.

• A passion for delivery of excellent service to internal and external customers

• A strong team player with the ability to lead and influence teams, often without the structural authority.

• Energy, passion, and resilience

• A strong understanding of the relevant regulatory 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 medical insurance as a benefit in kind

• An enhanced pension plan and life insurance

• Onsite gyms or local discounts where no onsite gym available

• Various other benefits and online discounts

At Bupa we adhere to a structured framework when awarding any changes to salary. We believe this creates a fair and consistent approach for all colleagues looking to grow or change role.

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 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.

Time Type:

Full time

Job Area:

Call Centre

Locations:

Bupa Place, Staines - Willow House