Vulnerable Customer Manager

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 

At Bupa we adhere to a structured framework when awarding any changes to salary. We believe this creates a fair and consistent approach for all colleagues looking to grow or change role. For more guidance please click HERE. 

Before you apply for a vacancy, please ensure your job history on your workday profile is up to date with all your career history and achievements.  This will mean the Recruitment team have all the relevant information they need to review your application. 

Please be aware that if you’re successful in securing this role there may be changes to your notice period and other terms and conditions, your recruiter will be able to advise what this means for you during your application. 

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.