Customer Service Manager - Acorn insurance & Financial Services LTD : Job Details

Customer Service Manager

Formby, Liverpool, UKReq #588

26 September 2024

Role: Customer Service Manager

Department: Taxi

Location: Formby

Working hours: Monday to Friday 09:00am and 17:30pm, including 1 in 3 Saturday 09:00am - 12:30pm

Salary: £30,671 + £4000 Performance related bonus per annum

What you will be doing:

• Ensure standards of business expectations & values are always upheld
• Actively orchestrate the distribution of workload to be effective in-service level and team performance
• Responsible for regularly co
• communicating agents KPI performance
• Conduct wellbeing checks for all agents
• Deliver monthly stat chats and 1-2-1 performance reviews
• To complete quarterly 1-2-1 Carer development reviews
• Report on performance in line with business expectation
• Conduct monthly team meetings
• Conduct audit the auditor quality checks on short calls
• Accurate reporting & management of sickness, absenteeism, and punctuality
• Be a point of contact for complaint escalation
• Responsible for team attrition, booking and completing interviews
• Facilitating Staff Equipment
• Deliver agent productivity levels
• Ensure the teams compliance quality checks exceed minimum KPI levels

What we're looking for:

• Personable, Positive and resilient
• Team player with strong work ethic
• Ability to use initiative as appropriate
• Encourage dialogue
• Show compassion
• Self-Aware
• Have an open mind
• Ability to work well in a team
• Leadership skills and the ability to motivate and develop staff
• Good communicator with great interpersonal skills and the ability to build

About Acorn Insurance

We are a growing business with great opportunities to build your knowledge of the financial services industry. As a specialist insurance provider, we have over 40 years of experience helping people secure motor insurance across all of the UK.

We help more than 50,000 customers to find a policy that meets their needs and gives them the peace of mind that comes with high-quality insurance.

At Acorn Insurance we provide full training and continuous coaching inhouse you will be given full in-depth FCA regulated industry knowledge and have all the tools necessary to help you personally grow your career with the business.

We celebrate difference and it’s important to us that we have a culture where our people feel respected and valued for who they are. We pride ourselves on being accessible and encourage inclusive environments where our people can always give and show the very best of themselves.

Why Acorn Insurance?

Acorn Insurance want to give you more than a job, we want to give you a purpose and a career. So, what can we offer you as an employer? Some of the "your tomorrow" benefits you will receive include:

• Enhanced Annual Leave entitlement starting at 31 days and potentially increasing to 35 days per year depending on grade & length of service (including bank holidays)
• Additional Buy & Sell Holidays
• Company Sick Pay Scheme
• Company Paid Maternity & Paternity Leave
• Generous Company Pension Scheme
• A comprehensive Mental Health support system via the health assured Employee Assistance Programme (EAP)
• A wide network of mental health first aiders.
• Our very own reward and discount platform "Your tomorrow"
• Fresh fruit Deliveries twice a week
• £250 Refer a friend bonus
• Cycle to work scheme
• Free eye test vouchers and a contribution towards the frames
• Regular Employment Engagement including ongoing competitions with fantastic prizes
• Charity fundraising events

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.