Director of Customer Experience & Service Delivery (UK)

Bupa; Salford; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading health insurance provider is seeking a Customer Services Director to enhance customer service for their UK Insurance customers. The role involves leading a high-volume Customer Service Centre, improving processes, and implementing an omni-channel approach. Candidates should have extensive leadership experience, a background in contact centre management, and a proven ability to transform service operations. This position offers a competitive salary, bonuses, and flexible working arrangements.

Benefits

Management Bonus Scheme

Private Medical Insurance

Generous pension and life insurance scheme

25 days annual leave

Qualifications

• Extensive leadership experience of large operational teams.
• Experience in contact centre management and strategy.
• Track record of transforming service models.

Responsibilities

• Lead the Customer Service Centre for excellent customer experience.
• Own demand forecasting and resource planning.
• Drive customer service modernization and process improvement.

Skills

Leadership

Contact centre management

Data-driven decision making

Strategic thinking

Excellent communication

Job description

A leading health insurance provider is seeking a Customer Services Director to enhance customer service for their UK Insurance customers. The role involves leading a high-volume Customer Service Centre, improving processes, and implementing an omni-channel approach. Candidates should have extensive leadership experience, a background in contact centre management, and a proven ability to transform service operations. This position offers a competitive salary, bonuses, and flexible working arrangements.