Manager, Customer Service

SquareTrade; City Of London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading service provider in London is seeking a Senior Customer Service Leader to oversee customer service operations across Europe. Key responsibilities include managing outsourced service providers, driving digital transformation, and collaborating with internal and external stakeholders. The ideal candidate should possess excellent communication skills, a degree, and over 5 years of experience in senior customer service roles, preferably in retail insurance. This role includes travel across Europe.

Benefits

Work-life balance

Paid volunteer day

Career development opportunities

Qualifications

• 5+ years in a senior customer service leadership role.
• Experience in retail insurance preferred.
• Proven ability to manage and oversee OSPs in multiple markets.
• Experience in executing strategic improvements.

Responsibilities

• Oversee customer service operations to ensure excellence.
• Collaborate with OSPs to meet SLAs.
• Identify service efficiencies using data analysis.
• Support digital-first service channels.
• Lead performance reviews with OSPs.

Skills

Stakeholder management

Leadership

Problem-solving

Customer focus

Data analysis

Communication

Organizational skills

Collaboration

Education

Degree level educated

Tools

Power BI

Tableau

Excel

Job description

Overview

Oversee SquareTrade’s European Customer Service operations to ensure excellence in every customer interaction. This includes supporting SquareTrade’s strategic goals to:

• Collaborate with outsourced service providers (OSPs) to meet our contractual SLAs with our Partners

• Continuously enhance our customer service platforms to improve the end-to-end customer service.

• Drive and embed a digital-first service model across Europe

Achieve this by building strong working relationships with key stakeholders and ensuring our OSPs maintain exceptional service standards.

Job Responsibilities

• Maintain outstanding customer service – work with OSPs to align on business priorities and deliver SLAs.

• Ensure partner standards are met – collaborate with partnership teams to define and agree service levels; maintain reporting to monitor contractual performance.

• Oversee vendor performance – lead governance of OSP performance, conduct SLA/KPI reviews, root cause analysis, and implement recovery plans.

• Support the business with our shift to digital-first service channels – ensure operational readiness and drive customer adoption of digital channels.

• Identify service and cost efficiencies – use data and performance analysis to improve customer outcomes and reduce costs.

• Leverage Data and insights – use tools such as Power BI, Tableau, and Excel to analyse trends, track KPIs, and provide insight-led recommendations to senior management.

• Align and evolve Customer Service Strategy – collaborate with our internal stakeholders to drive alignment and enhancement of our Customer Service Strategy.

• Management information and reporting – support all internal and external customer service performance related reports. This will include reporting to our internal stakeholders and partners

Job Requirements

• Outstanding stakeholder management, leadership, and interpersonal skills, with the ability to influence at all levels

• Strong customer focus with excellent written and verbal communication

• Fluent Italian preferred to support expansion into the Italian market

• Strategic thinker with strong analytical, problem-solving, and decision-making skills

• Highly organised, detail-oriented, and able to prioritise multiple tasks under pressure

• Proficient in data visualisation and manipulation tools (Power BI, Tableau, Excel)

• Willing to travel regularly across Europe to maintain OSP relationships

• Collaborative team player with a continuous improvement mindset and experience in change management

• Proactive and results-driven self-starter

Qualifications

• Essential: Degree level educated

• 5+ years in a senior customer service leadership role

• Experience in retail insurance preferred

• Proven ability to manage and oversee OSPs, ideally across multiple markets.

• Experience in executing strategic improvements with proven commercial benefits

• Proven track record in delivering digital transformation initiatives within customer service operations

• Experience in implementing SLA recovery plans and driving sustainable performance improvement

Benefits

• Some of the benefits of working @Squaretrade include: Not feeling stuck! This team has exposure to many different parts of the business, making transitioning easy...we work on developing careers based on what people enjoy!

• Respect for your work-life balance

• A paid volunteer day to give back to the community

The Team

The Team: http://www.squaretrade.com/leadership

SquareTrade is an Equal Opportunity Employer