Head of Customer Services

1 week ago

London, United Kingdom Post Office Ltd Full time

**Summary**:
**Salary**:Competitive
**Reporting Line**:Cheif Operating Officer
**Contract Type**:Permanent
**Location**:London
**Closing Date**:01/09/25

**What to expect**:
As Head of Customer Services you will join us on our journey and undertake a truly valuable role, responsible for leading the delivery of effective and high-quality customer service processes throughout Post Office Insurance. You will ensure standards are met to maintain and improve customer satisfaction.

As Head of Customer Services, you will proactively participate in the development and delivery of functional strategy and commercial objectives, always modelling appropriate leadership behaviours and demonstrating a customer first mindset.

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**:
In order to be successful in this role, you will be able to demonstrate strong knowledge of customer experience management and designing customer centric strategies. As a leader, you will take appropriate action to ensure compliance and proactively mitigate risk across all internal governance, regulatory and legal requirements relevant to Post Office Insurance within the function

In addition to this, you will:

- Possess first-class communication skills with the ability to collaborative 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 acumen, with the ability to prioritise investment and effectively utilise resources to maximise shareholder returns
- Have proven experience driving a customer first mindset, ensuring governance and culture and are at the heart of decision making.
- Previous experience working within the insurance industry would also be ideal.

**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.

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