Vulnerable Customer Manager

BUPA; Manchester; On-site; GBP 49,000 - 59,000; Full time

Benefits offered by this job

25 days holiday

Bupa medical insurance

Enhanced pension plan

Life insurance

Onsite gyms / local discounts

Job summary

Bupa is hiring a Vulnerable Customer Manager in the UK, based at Bupa Place, Salford Quays or Willow House, Staines. This permanent full-time role focuses on developing and delivering our Vulnerable Customer Strategy, reporting to the Head of Customer Experience and Vulnerable Customer.

You will lead cross-functional forums, ensure regulatory compliance, and work with senior stakeholders to embed policy and drive improvements in data, training, and customer outcomes.

Qualifications

• 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.

Responsibilities

• 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)

Skills

Regulatory knowledge

Stakeholder leadership

Business change deployment

Cross-functional collaboration

Customer service excellence

Team leadership

Resilience

Regulatory environment awareness

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

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