Vulnerable Customer Manager

Bupa
United Kingdom
Workplace: OnsiteFull timeGBP 53,900+Function: Customer Success & Account ManagementSkills: ["Delivery","Teamwork","Leading and influencing","Relationship building","Resilience"]

Own and embed the UK Insurance Vulnerable Customer Policy, ensuring regulatory adherence and driving measurable improvements in vulnerable customer support. Lead the development and delivery of a Vulnerable Customer Strategy, convening cross-functional champions and improving training adoption. Use and expand vulnerable customer performance data (including QA and voice analytics) to strengthen recognition and recording of vulnerability, and review vulnerable customer services to keep them fit for purpose.

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FursaFursa
Bupa
Bupa
6 hours ago

Vulnerable Customer Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Own and embed the UK Insurance Vulnerable Customer Policy, ensuring regulatory adherence and driving measurable improvements in vulnerable customer support. Lead the development and delivery of a Vulnerable Customer Strategy, convening cross-functional champions and improving training adoption. Use and expand vulnerable customer performance data (including QA and voice analytics) to strengthen recognition and recording of vulnerability, and review vulnerable customer services to keep them fit for purpose.
Location: United Kingdom
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Develop, own, and embed the UK Insurance Vulnerable Customer Policy.
  • •Evidence adherence to vulnerable customer regulatory requirements.
  • •Lead a cross-functional forum of Vulnerable Customer Champions to drive visibility and adoption.
  • •Review and drive improvements to training and learning resources to improve adherence.
  • •Analyse and improve vulnerable customer data points, and identify new data to strengthen performance evidence and recognition of vulnerability.

Pay and Benefits

Salary: GBP 53,900
Perks:Paid LeaveHealth InsurancePensionLife InsuranceGym Membership

Key Requirements

  • •Understand the rules, regulations, and principles related to vulnerable customers.
  • •Demonstrated ability to lead successful improvements in customer experience demand.
  • •Proven track record developing and deploying business change, including new products or services.
  • •Proven ability to build effective working relationships across teams.
  • •Passion for delivering excellent service to internal and external customers.
Experience:HealthcareInsuranceCustomer experience
Skills:DeliveryTeamworkLeading and influencingRelationship buildingResilience

Company Brief

Bupa
Bupa is an international healthcare group offering health insurance, care homes, hospitals, dental clinics, and health services. It provides private medical insurance and integrated care solutions across multiple countries for individuals and employers.
Industry: Health Insurance (Payers)
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: London, United Kingdom
Founded: 1947
WebsiteLinkedIn