Customer Services Manager - (Insurance)

Summary

Salary: Competitive + Benefits
Division: Post Office Insurance
Reporting Line: Head of Operations & Change
Contract Type: Permanent 
Location: London - Hybrid

What to expect

The Customer Services Manager is responsible for directing and leading the delivery of effective and high-quality customer service processes throughout Post Office Insurance, ensuring standards are met to maintain and improve customer satisfaction.

As part of this position you will oversee and enhance both directly managed and third-party contact centre operations, ensuring seamless customer interactions, quick resolutions, and consistent high-quality service. This role will allow you to build and maintain customer-focused initiatives that elevate the experience across the customer journey.

This role offers you an incredible opportunity to join Post Office Insurance at the start of an ambitious period of growth.

What we can do for you

Now, more than ever, we understand that attracting the right talent is pivotal in driving the positive change needed throughout our organisation. Beyond a competitive salary, we offer a comprehensive benefits package that includes:

• 28 days annual leave that increases with tenure + bank holidays


• Annual Bonus scheme


• Generous pension contribution


• Life assurance


• Full support from our employee assistance programme and access to our employee benefits platform


• Ever-evolving learning and development opportunities

Our commitment to embracing diversity extends beyond just words. We hold the belief that Equity, Diversity, and Inclusion are not just vital but fundamental to our success and growth.  As an equal opportunity employer, we value and celebrate the differences among our people, ensuring that our practices reflect our dedication to inclusivity and equal representation for all.

What you’ll need to succeed

To be successful in this role will have proven experience and strong knowledge or customer experience management, and designing customer centric strategies. In addition to this, you will:

• Possess first-class communication skills with the ability to collaborate and influence,


• Demonstrate a data-driven mindset with the ability to interpret customer feedback and analytics to inform decisions.


• Be familiar with FCA regulations and compliance requirements in the UK


• Have strong commercial accumen with demonstratable effective leadership skills

About us

Post Office Insurance (POI) is a specialist insurance business that’s a regulated subsidiary of Post Office. Our highly skilled experts work  to offer a full range of personal lines insurance products. We cover everything from travel, home, motor, pet and gadgets insurance. With a focus on customer value, we’re the UK market leader in travel insurance, selling over one million policies each year.

There is much work to be done in achieving our growth ambitions. We're looking for people that emphasise value and service for our customers, helping us offer innovative and quality insurance products, whilst remaining focused on our purpose and strategic intent.

Application Guidance

If you require any reasonable adjustments throughout the recruitment process or would like further details on the job description, please contact [email protected]

We’re thrilled by your interest in this opportunity and truly value every application we receive. Please note the advert may close early if we receive a high volume of applications. Unfortunately, we’re unable to provide individual feedback on all submissions.