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 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. Time Type: Full time Job Area: Call Centre Locations: Bupa Place Be at the heart of helping people live longer healthier, happier lives and making a better world. We employ more than 80,000 people globally who are making this a reality. If you've got the belief, the drive and the talent to help us in our ambition then we’d like to hear from you. Wherever you work, one thing stands out about Bupa people. Our customers are our passion – they’re at the heart of our positively different culture of care. At Bupa you’ll be challenged, you’ll be encouraged to innovate, and collaborate with colleagues who are committed to delivering exceptional experiences. We trust, respect and consider everyone, knowing your difference will make the difference.