Customer Service Manager - Retention SME Direct

Telesales Manager - SME direct

Job Grade: C16

Salary: From £56,300.00 DOE

Location(s): Bupa Place, Salford - working from home 3 days per week (Hybrid, flexible working options available)

Contract Type: Permanent

Working Pattern: Full-time, 37.5 hours per week

About the Role

We're looking for an experienced and driven Telesales Manager - SME direct to lead a high performing operational leadership team within our SME business. This pivotal role involves managing Sales Team Managers and Sales Coaches, driving commercial performance, delivering outstanding customer outcomes, and supporting the continued growth of our SME retention strategy. You'll shape performance across multiple customer channels, including telephony, webchat and email, ensuring excellent service, strong retention results and a culture of continuous improvement.

What You'll Be Doing

• Leadership & Team Management
  • Lead, motivate and develop a team of Sales Team Managers and Sales Coaches.
  • Create a high performance sales through service culture focused on customer outcomes.
  • Model strong leadership behaviours, resilience and adaptability.
  • Drive engagement, accountability and performance across the SME Retention function.
  • Build an inclusive environment where colleagues feel valued, supported and able to perform at their best.
• Operational Performance
  • Deliver sales and operational targets while ensuring optimum resource and capacity planning.
  • Monitor and improve key operational KPIs, productivity and service levels.
  • Manage operational risks and ensure robust governance processes are in place.
  • Lead transformation initiatives and embed sustainable operational change.
  • Champion continuous improvement across customer journeys, processes and systems.
• Customer Experience
  • Drive exceptional customer outcomes and support the achievement of customer satisfaction and NPS objectives.
  • Respond to and resolve escalated customer issues and complaints.
  • Ensure customer needs remain at the centre of decision making.
  • Collaborate with internal teams to improve service delivery and customer retention.
• Commercial & Strategic Delivery
  • Deliver against business plans, budgets and key retention targets.
  • Identify opportunities for growth, optimisation and efficiency improvements.
  • Work closely with stakeholders across marketing, finance, digital, planning and distribution functions.
  • Support the implementation of the SME growth strategy and wider business objectives.

About You

• Proven people leader with a strong background in sales, customer service or contact centre operations.
• Experience leading large operational teams within a customer focused environment.
• Proven track record of managing change and delivering business improvements.
• Strong understanding of performance management, customer experience and operational KPIs.
• Experience of capacity planning, budgeting and resource management.
• Demonstrable stakeholder management skills, including working with senior leaders.
• Knowledge of continuous improvement methodologies and operational excellence.

Skills & Attributes

• Excellent communication and interpersonal skills.
• Commercially minded with strong decision making capability.
• Customer focused with a passion for delivering outstanding service.
• Able to influence and build effective relationships across multiple functions.
• Resilient, adaptable and comfortable operating in a fast paced environment.
• Strong coaching and people development capability.

Benefits

• 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.
• Annual performance based bonus.
• Onsite gyms or local discounts where no onsite gym available.
• Various other benefits and online discounts.

We especially encourage applications from people with diverse backgrounds and experiences. Bupa is a Level 2 Disability Confident Employer. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.