Customer Services Director

Bupa Insurance Limited; Staines-upon-Thames; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A healthcare provider is hiring a Customer Services Director to lead a large operational team in Staines-upon-Thames. The role involves overseeing a high-volume customer service centre that handles millions of contacts annually, managing performance and costs. The ideal candidate will have extensive leadership experience and a track record of service transformation towards an omni-channel model. This position offers competitive salary and benefits including bonus schemes, private medical insurance, and flexible working arrangements.

Benefits

Management Bonus Scheme

Car allowance

Private Medical Insurance

Generous pension

25 days annual leave

Corporate benefits and discounts

Flexible working

Qualifications

• Extensive leadership experience of leading large operational teams.
• Proven delivery of resource planning for teams.
• Track record of transforming service delivery to omni-channel.

Responsibilities

• Lead the Customer Service Centre to deliver excellent customer experience.
• Own demand forecasting and resource planning for contact teams.
• Drive customer service modernization and improve processes.

Skills

Leadership experience

Contact centre management

Resource planning

Service transformation

Commercial and strategic thinking

Inclusive leadership

Effective communication

Job description

Customer Services Director

Competitive Salary, Bonus & Benefits
UK / hybrid
Permanent

Closing date - 10th January 2026

We make health happen

At Bupa, there are no shareholders to answer to. We focus on our customers and our purpose: helping people live longer, healthier, happier lives and making a better world. As our Customer Service Director, you'll turn that purpose into action every day - leading the team that supports our UK Insurance customers and makes it simple for them to get the care they need.
This is a role with real scale and impact. You'll guide a customer service centre that handles around 4 million contacts each year, oversees accurate processing of funding requests tied to £1.3bn in claims, and steers people to the right care pathway at the right time. You'll also shape supply and demand forecasting and planning across all UK Insurance contact teams, helping us deliver a smooth, joined-up experience.
You'll play a key part in modernising how we serve customers - moving from traditional telephony to an omni-channel approach (across phone, web, chat and app) - while keeping things clear, human and easy to use.

Key responsibilities

• 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.

What we're looking for

• 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

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.

Time Type: Full time

Job Area:

Locations: Bupa Place, Staines - Willow House