Senior Customer Services Officer

Isle of Man Post OfficePublic sector

£29,425.01 - £34,054.85Full TimePermanentNot specifiedRetail

Posted 18 March 2026Closes 31 March 2026

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38% Medium riskAI 62%

AI Exposure (AIOE)62%

First-Line Supervisors of Office and Administrative Support Workers

O*NET 43-1011.00

Top Skills

Customer and Personal Service Teamwork Stakeholder Management

⭐ Growing🇬🇧 Visa eligible↑ 19% Claude Index

Job Description

Are you committed to delivering outstanding customer experiences and supporting a high?performing team? Isle of Man Post Office are looking for a Senior Customer Services Officer to join us in this newly created role, designed to strengthen our Customer Services function and enhance the quality, efficiency, and consistency of the service we provide. If you are ready for an exciting opportunity to build your leadership capability while contributing to a collaborative, customer?focused, high?performing team, visit our website for further details and link to our applicant portal. www.iompost.com/careers - The salary range for this role is: £29,425.01 - £34,054.85. Closing date: 31st March 2026.

Automation Risk

Automation probability38%

AI exposure (AIOE)62%

This role contains a mix of routine (e.g., scheduling) and augmented (e.g., reporting, performance monitoring) tasks, which are increasingly supported by AI and automation tools. However, key responsibilities such as conflict resolution, coaching, and service improvement require human judgment, empathy, and leadership, keeping overall automation risk moderate. The exposure to AI augmentation is high due to the prevalence of digital tools in supervisory and reporting functions.

Task analysis

Supervise and coordinate the daily activities of customer service staff to ensure service quality and adherence to procedures.
Resolve escalated customer complaints and complex service issues.
Coach, mentor, and provide guidance to team members on handling difficult cases and customer interactions.
Monitor staff performance, review records and reports, and provide feedback to improve service delivery.
Prepare and issue work schedules, deadlines, and duty assignments.
Interpret and communicate company policies and procedures to staff and customers.
Contribute to the development and implementation of customer service improvement initiatives.
Prepare reports on service quality, team performance, and customer feedback for management.

Automatable AI-assisted Human-only

Occupational Classification

✨ Bright Outlook🇬🇧 UK Skilled Worker Visa Eligible

UK SOC2020: 7220 — Customer service managers and supervisors

O*NET: 43-1011.00 — First-Line Supervisors of Office and Administrative Support Workers

AI analysis: 18 March 2026

UK Salary Benchmark

Retail trade, except of motor vehicles and motorcycles · ONS ASHE 2024 annual earnings

scale £30k

This vacancy

£29,425✓ above median

UK sector median

£20,592

UK sector mean

£24,588

£0£8k£15k£23k

Key Skills

Customer and Personal ServiceExpertTeamworkAdvancedStakeholder ManagementAdvancedSupervisory SkillsAdvancedCritical ThinkingAdvancedJudgment and Decision MakingAdvancedActive ListeningAdvancedConflict ResolutionAdvancedReport WritingIntermediateMicrosoft OfficeIntermediateTraining and DevelopmentIntermediate

Knowledge Areas

Customer Relationship ManagementBusiness AdministrationAdministrative ProceduresReporting and DocumentationTeam Leadership and CollaborationRegulatory ComplianceOffice Administration

O*NET Competency Skills

Active ListeningCoordinationMonitoringReading ComprehensionSocial PerceptivenessSpeakingCritical ThinkingActive LearningInstructingJudgment and Decision MakingManagement of Personnel ResourcesTime ManagementWritingLearning StrategiesNegotiation

Alternative Career Paths

Customer Service Manager92% match

Lead larger customer service teams and oversee strategic service delivery initiatives.

Operations Supervisor80% match

Coordinate broader administrative or operational teams within or beyond customer service.

Quality Assurance Manager75% match

Oversee service quality standards, audits, and continuous improvement projects.

HR Officer68% match

Support recruitment, training, and employee relations across the organization.

Also Consider

Customer Service Supervisor Office Manager Call Center Team Leader Administrative Supervisor Client Services Manager Customer Experience Lead Service Delivery Supervisor

🔥 Hot Technologies

In-demand tools for this occupation (O*NET)

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