Customer Service Manager - Retention SME Direct

Supportive Bridge Staffing & Recruitment is recruiting on behalf of Bupa for a Customer Service Manager - Retention SME Direct to join their team in Salford, UK.

This leadership role offers the opportunity to manage high-performing customer service and sales teams while driving customer retention, operational excellence, and commercial success. You will work closely with senior stakeholders to enhance customer experience, improve business performance, and support the ongoing growth of the SME retention function.

Key Responsibilities

• Lead and develop Sales Team Managers and Sales Coaches to achieve customer service and retention targets.

• Monitor operational performance, improve KPIs, and implement continuous improvement initiatives.

• Manage escalated customer issues while collaborating with internal teams to enhance customer experience and retention.

Requirements

• Proven leadership experience within sales, customer service, or contact centre operations.

• Strong knowledge of performance management, operational KPIs, and change management.

• Excellent communication, stakeholder management, and people development skills.

Benefits

• Competitive salary with annual performance bonus.

• Bupa health insurance, enhanced pension, and life insurance.

• Hybrid working, generous annual leave, and employee wellbeing benefits.