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 upheldActively orchestrate the distribution of workload to be effective in-service level and team performanceResponsible for regularly communicating agents KPI performanceConduct wellbeing checks for all agentsDeliver monthly stat chats and 1-2-1 performance reviewsComplete quarterly 1-2-1 Career development reviewsReport on performance in line with business expectationConduct monthly team meetingsAudit the auditor quality checks on short callsAccurate reporting & management of sickness, absenteeism, and punctualityBe a point of contact for complaint escalationResponsible for team attrition, booking and completing interviewsFacilitate Staff EquipmentDeliver agent productivity levelsEnsure the team's compliance quality checks exceed minimum KPI levelsWhat we're looking for: Personable, Positive and resilientTeam player with strong work ethicAbility to use initiative as appropriateEncourage dialogueShow compassionSelf-AwareHave an open mindAbility to work well in a teamLeadership skills and the ability to motivate and develop staffGood communicator with great interpersonal skills and the ability to build relationshipsAbout 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 in-house; 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 HolidaysCompany Sick Pay SchemeCompany Paid Maternity & Paternity LeaveGenerous Company Pension SchemeA 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 bonusCycle to work schemeFree eye test vouchers and a contribution towards the framesRegular Employment Engagement including ongoing competitions with fantastic prizesCharity fundraising eventsAll roles are subject to DBS and Financial checks; any offer made will be conditional until checks are completed to a satisfactory standard. #J-18808-Ljbffr
