UK Insurance Customer Experience & Service 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

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.