Customer Experience Lead

Job Description:

Customer Experience Lead

Location: Hybrid – Remote Working & Bupa Place at Salford Quays

Permanent

Full Time – 37.5 hours per week

Salary: £47,000 a year

The role:

Bupa’s purpose is to be the most customer centric healthcare organisation in the world, providing outstanding service to our customers. Your role is to Identify and evidence improvements in customer experience, directly focused on our ambition to achieve consistently world class service. You will work within the Remote Service function and play a pivotal role in creating world class customer experience.

We want you to help set us apart. You will be completing insight analysis to identify areas of development, seek out innovation, help develop strategy and drive key areas of our business and customer journeys to new, improved levels.

This role will require you to be confident working with senior stakeholders and to present as needed to the Senior Leadership Team within clinics.

You’ll help us make health happen by:

• Supporting the remote services with their business requirements, assisting with the adherence to customer experience objectives.
• Supporting the ongoing growth and development within the customer emblematic space, including delivery of NPS, customer improvements, closed loop calls, celebration events and driving background process, documentation and reporting.   
• Representing the business unit to the market unit, ensuring the implementation of BCP (Business Continuity Plans) and resilience structure into clinics. Ensuring BCP’s and BIA (Business Impact Analysis) up to date and hold regular monthly meetings to review incidences and actions for continuous improvement. 
• Supporting teams with BCP incidences and oversee annual exercises for frontline staff, BCP and BIA owners, and senior management to ensure preparedness and continuous improvement.
• Building and Maintain Relationships with 3rd Party suppliers when setting up new products and services.
• Always seeking to be competent to do your job e.g. by completing all compulsory regulatory training on time to ensure that you have all the necessary knowledge and skills.
• Supporting the collection of the right management information and interpretation of the data using the expertise of your clinical team.
• Demonstrating role model appropriate behaviours with internal and external customers.

Key Skills needed for this role:

• Essential to have experience in a customer service delivery environment where high value and expectations are placed on ensuring high quality customer journey experience.
• Self driven and autonomous.

• Excellent interpersonal skills and the ability to communicate with senior stakeholders, colleagues, customers and corporate clients.
• Experience within Clinics systems and resource management.
• Strong IT skills – including MS Office packages.
• Experience of the health and care and / or wellbeing industry.
• Good track record of driving business performance and delivering business results.
• Good problem-solving skills.
• Excellent time management skills.
• The flexibility to work with changing priorities and to travel to locations across the UK to support business activity.

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 as a Customer Experience Manager 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
• Electric Car Scheme
• Access to My Bupa Extras (health and wellbeing, finances and protection, leisure, and lifestyle)

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.

If you require information regarding this role in an alternative format, please email: [email protected]

Please be advised the application deadline for this role is the end of Thursday 23 January

Time Type:

Full time

Job Area:

Clinical Services

Locations:

Bupa Place