Call Centre SME Account Manager

Job Description:

Job Title: R1231325 SME Account Manager

Job Grade: B13

Location: Brighton, Victory House
Working Pattern: Flexible / Hybrid Working - 3 Days WFH
Type: Permanent, Full Time (35 Hours per Week)
Salary: £35,000 DOE and location plus fantastic benefits

About the Role

We Make Health Happen

At Bupa Global, we're committed to helping our customers live longer, healthier and happier lives. We're looking for a commercially minded and customer-focused SME Account Manager to join our growing team.

In this role, you'll take ownership of a portfolio of SME clients, building trusted relationships, supporting renewals, driving retention and identifying opportunities for growth. Working with both direct customers and intermediary partners, you'll deliver outstanding service while balancing customer needs with commercial objectives.

What You'll Be Doing

• Managing and developing a portfolio of SME customers.
• Driving customer retention and portfolio growth against agreed targets.
• Leading renewal discussions and negotiating commercial outcomes.
• Identifying opportunities for account expansion and additional value.
• Building strong relationships with customers, brokers, intermediaries and key stakeholders.
• Taking ownership of customer queries and ensuring timely resolution.
• Managing pricing discussions and supporting commercial decision-making.
• Maintaining accurate customer records and ensuring compliance requirements are met.
• Staying informed on market trends and competitor activity.
• Working collaboratively with internal teams to deliver an exceptional customer experience.

What We're Looking For

Essential

• Strong account management and relationship-building skills.
• Excellent communication, presentation and negotiation abilities.
• Experience managing commercial conversations with customers.
• A customer-first mindset with the ability to take ownership and resolve issues.
• Strong organisational and time management skills.
• Commercial awareness and the ability to balance customer needs with business goals.
• Strong numerical skills and confidence using Microsoft Office applications.
• Self-motivated, resilient and comfortable working in a fast-paced environment.

Desirable

• Experience managing a portfolio of customers.
• Healthcare, insurance or financial services experience.
• Experience working with brokers or intermediary partners.
• Knowledge of SME customer requirements and market dynamics.

What Success Looks Like

• Delivering strong retention and growth performance across your portfolio.
• Building long-term, trusted customer relationships.
• Successfully managing renewals and commercial negotiations.
• Identifying and converting opportunities for account growth.
• Providing consistently high levels of customer service.
• Maintaining compliance and high-quality customer records.
• Collaborating effectively across the wider business.

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

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 of 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.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

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