Esure appoints Serco to handle customer contact services

Published: 28 May 2012

Serco, the international service company has signed a 12 month contract with general insurance giant esure, which owns the Sheilas' Wheels brand, to manage sales and service enquiries at its contact centre on Quay Street in Manchester. Serco will provide approximately 50 advisers, including experienced personnel from its existing operations in Manchester, to work closely alongside esure's own staff. They will be supported by a Serco management team.

According to esure's Eddie McDonald, Head of Planning and Operations Strategy, "This is an important role - at esure we seek to provide a great customer experience to each of our customers every time we talk to them. Making certain that our service is strong is fundamental to keeping customer turnover to an absolute minimum. Our ability to consolidate customers' confidence in esure has been key to our winning and retaining customers for both our key brands - esure and Sheilas' Wheels - in a highly competitive market since our foundation over a decade ago.

"Serco's record of innovation and its quality staff were the two key reasons for selecting them for this contract," Eddie continued. "We look forward to working with them in a close partnership and to sharing the expertise and knowledge they bring from other contact centres they manage for a wide range of leading private and public sector organisations."

Jerry Benson, Managing Director of Serco's UK and Europe business process outsourcing (BPO) business, said, "esure is a fantastic business that has truly made its mark on the UK insurance scene in only a few years. Its record of service, innovation and brand strength has been key to that success and we aim to help make this tradition even more powerful.

"We're particularly delighted to have won this contract, since it strengthens our position in Manchester where we already have around 300 employees providing sales and customer service for a leading telecoms provider. It's a brilliant city to work in, drawing on an educated and committed workforce to help deliver top-quality service on behalf of our clients."