Bupa

Customer Services Director

Bupa

full-time

Posted on:

Location Type: Hybrid

Location: Staines • 🇬🇧 United Kingdom

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Job Level

Lead

About the role

  • Lead the Customer Service Centre to deliver excellent customer experience, managing performance and operating costs across a high-volume environment.
  • Own demand forecasting, resource planning and day-to-day capacity management for UK Insurance contact teams (Customer Service, Provider Management, New Business and Retention).
  • Oversee accurate processing of funding requests and adoption of care pathways; ensure fair, first-time resolution of complaints and appropriate escalation when needed.
  • Drive our customer service modernisation programme, improving processes and technology
  • Optimise cost efficiencies and manage operating budget of circa £60m
  • Maintain robust Business Continuity and Disaster Recovery plans
  • Partnering with Sales, Technology and Transformation teams at Bupa Board reporting & strategy support, engagement with Executive stakeholders

Requirements

  • Extensive leadership experience of leading large operational teams within a corporation
  • Broad experience of contact centre management, strategy and Board level reporting
  • Proven delivery of resource planning (short and medium term)
  • A track record of service transformation from voice-only to omni-channel models, with a focus on simple, clear customer journeys
  • Ideally financial services sector experience (e.g. banking or insurance)
  • Credible, data-driven decision-maker with strong commercial and strategic thinking.
  • Inclusive people leader who hires, develops and engages diverse talent; comfortable leading large teams and building future capability
  • Clear, confident communicator who can influence at senior levels and build trusted relationships across and beyond Bupa.
  • Travel across UK and abroad (India, Egypt) required
Benefits
  • Management Bonus Scheme
  • Car allowance (annual, paid as cash)
  • Private Medical Insurance – family cover
  • Generous pension and life insurance scheme
  • 25 days annual leave – increasing with service
  • Corporate benefits and discounts
  • Flexible working

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
demand forecastingresource planningcapacity managementcustomer service modernisationcost efficienciesoperating budget managementbusiness continuity planningdisaster recovery planningservice transformationomni-channel models
Soft skills
leadershipstrategic thinkingdata-driven decision-makingcommunicationinfluencingrelationship buildingteam developmentengagementinclusive leadershipperformance management