Job Description:
Vulnerable Customer Manager
Contract:Hybrid Working options Available
Location: Bupa Place, Salford Quays or Angel Court, London or Willow House, Staines
Permanent Contract
Salary range: £51,500 - £64,300
Full time
We consider all types of flexibility, including locations, hours and working patterns.
We make health happen
This role is pivotal to Bupa UKIs ambition to excel in supporting vulnerable customers, ensuring we deliver our regulatory
obligations and delight customers at the same time.
Due to the significance of the Vulnerable Customer policy the role holder will be required to present formally to the Senior
Leadership Team, the Vulnerable Customer Steering Group and Exco as required.
How you'll help us make health happen:
Develop, own and embed UKI's Vulnerable Customer Policy, ensuring it's fit for purpose and core to all customer supporting roles
Evidence UKIs adherence to all related Vulnerable Customer regulatory requirements
Lead a cross-functional Vulnerable Customer Working Group, driving visibility and adoption across UKI
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
Periodically review all data points (e.g. QA) to ensure they are giving an accurate view of adherence
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 / Qualifications needed for this role:
A track record of leading successful improvements in customer experience
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 health 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.
Bupa is a Level 2 Disability Confident Employer. This means we aim tooffer 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.
Time Type:
Full timeJob Area:
Call CentreLocations:
Bupa PlaceWe’re a team that’s passionate about leading the healthcare insurance market and improving wellbeing for all.
We take immense pride in our work, working together with determination and focus. Delivering care that our 2.2 million customers can count on, from experts they trust.
Click one of our job areas below to begin searching for an opportunity in Insurance.
Bupa’s purpose is helping people live longer, healthier, happier lives and making a better world. We do this by providing a broad range of healthcare services, support and advice to people throughout their lives. People are at the heart of everything we do. Together, we make health happen.
Every company needs an ethos, and we're no different. Through good days and challeging times, we always work with our values in mind. These are: Brave - Make new possibilities happen. Caring - Act with empathy and respect. Responsible - Own your decisions and actions.
We don't have shareholders at Bupa, which means we're free to invest our profits where they matter: our patients, our facilities, our research, and you.
As a healthcare provider, we have a duty to do the right thing. By our customers, our people and our partners. The Bupa Code holds us to this duty. It's our promise to protect, care for, and build trust with everyone who relies on us.
Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve.
You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.Free
to be you.
Back in September 2018, we made a pledge. That we'd do whatever we could to make Bupa a diverse, kind and inclusive place to work.
Everyone deserves a positive working environment. Everyone deserves to have their voice heard. Everyone deserves freedom from bullying, harassment and discrimination.
