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For Companies At a Glance
- Tasks: Lead and enhance customer service operations across Europe, ensuring excellence in every interaction.
- Company: Join SquareTrade, a dynamic company focused on customer satisfaction and innovation.
- Benefits: Enjoy work-life balance, career development opportunities, and a paid volunteer day.
- Why this job: Make a real impact by driving digital transformation and improving customer experiences.
- Qualifications: 5+ years in customer service leadership, strong analytical skills, and fluent Italian preferred.
- Other info: Collaborative environment with opportunities for travel and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
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 internal stakeholders to drive alignment and enhancement of our Customer Service Strategy
- Management information and reporting – support internal and external customer service performance related reports
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
Additional Information
Some of the benefits of working at SquareTrade include: exposure to many different parts of the business to develop careers, respect for work-life balance, and a paid volunteer day to give back to the community. SquareTrade is an Equal Opportunity Employer.
Manager, Customer Service in London employer: SquareTrade Europe
Contact Detail:
SquareTrade Europe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Manager, Customer Service in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the customer service industry, especially those who work with OSPs. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! Prepare a portfolio or a presentation that highlights your achievements in customer service leadership. Use data and insights to back up your success stories – it’s all about demonstrating your impact!
✨Tip Number 3
Stay updated on industry trends! Follow relevant blogs, podcasts, or webinars that focus on customer service and digital transformation. This knowledge will help you stand out in interviews and show your passion for the field.
✨Tip Number 4
Apply through our website! We love seeing candidates who are genuinely interested in joining us at SquareTrade. Make sure to tailor your application to highlight how your experience aligns with our goals in customer service excellence.
We think you need these skills to ace Manager, Customer Service in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the role of Manager, Customer Service. Highlight your experience in customer service leadership and any relevant achievements that align with the job description. We want to see how you can bring your unique skills to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer service and how your background makes you a perfect fit for SquareTrade. Don’t forget to mention your experience with OSPs and digital transformation initiatives.
Showcase Your Analytical Skills: Since the role involves data analysis, make sure to highlight your proficiency with tools like Power BI, Tableau, and Excel. We love seeing how you’ve used data to drive improvements in customer service or operational efficiency in your previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at SquareTrade!
How to prepare for a job interview at SquareTrade Europe
✨Know Your Numbers
Make sure you’re familiar with key performance indicators (KPIs) and service level agreements (SLAs) relevant to customer service. Be ready to discuss how you've used data analysis tools like Power BI or Excel in your previous roles to drive improvements.
✨Showcase Your Stakeholder Skills
Prepare examples that highlight your experience in managing relationships with stakeholders. Think about times when you influenced decisions or collaborated with teams to enhance service delivery, as this role heavily relies on strong interpersonal skills.
✨Embrace Digital Transformation
Since the role focuses on a digital-first service model, be prepared to discuss your experience with digital initiatives. Share specific examples of how you’ve driven customer adoption of new digital channels and the impact it had on service efficiency.
✨Be a Problem Solver
Think of instances where you identified service inefficiencies and implemented solutions. Highlight your analytical skills and strategic thinking by discussing how you approached problem-solving in past roles, especially in a fast-paced environment.
