# Senior Manager Customer Service

**Company**: Bupa
**Location**: Salford Quays
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: From £58,600
**Category**: Customer Service
**Industry**: Healthcare

**Apply**: https://bupa.wd3.myworkdayjobs.com/en-US/EXT_CAREER/job/Salford-Quays/Senior-Manager_R1500990?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/senior-manager-customer-service-0043c7d6-4a0/

## Description

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.

**Responsibilities**

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.

**Requirements**

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

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## Skills

### Required
- customer service
- leadership
- operational management
- communication
- stakeholder management

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Source: [Apply at bupa.wd3.myworkdayjobs.com](https://bupa.wd3.myworkdayjobs.com/en-US/EXT_CAREER/job/Salford-Quays/Senior-Manager_R1500990?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)