Job Description

Role: Customer Service Manager
Department: Customer Service
Type/Duration: 12 Months Secondment
Location: Liverpool - Mersey Chambers with Hybrid Working
Working Hours: Monday to Saturday, 37.5 hours between 8:00am and 7:30pm on a three-week rolling rota, including 1 in 3 Saturdays
We’re on the lookout for a talented Customer Service Manager to join our thriving department. In this role, you’ll take charge of onboarding and developing new starters, while also supporting and coaching our established team members. You’ll play a key part in driving performance, ensuring we meet quality standards, and handling any customer complaints that come your way. Most importantly, you’ll help create a positive, fun, and productive workplace culture that keeps the team engaged and motivated.
If you’re successful, you’ll be joining an amazing leadership team in a department that’s undergone a period of transformation and is now recognised as one of the best departments in the company. We’ve focused on innovation, introduced new systems, and improved how we work together. As a result, we’ve built a team that really stands out. You’ll work with a passionate, driven group of leaders that’s committed to continuous improvement and excellence, so you’ll definitely have an impact on the future success of the business.
The ideal candidate will be highly motivated, self sufficient and maintain the highest standards in everything they do. You should be someone who leads by example, brings energy, enthusiasm and a strong sense of professionalism to the team each day.
This is a fantastic opportunity to help shape a high-performing team and contribute to a culture that values growth, collaboration, and success. We are excited to see the energy and ideas that you will bring!
What you will be doing:
• Lead, motivate, and manage a team of customer service representatives to ensure high levels of performance, engagement, and morale.
• Provide regular one-on-one coaching, team meetings, and performance reviews to ensure continuous professional development.
• Manage day-to-day people management responsibilities, managing absence, and addressing any employee concerns.
• Managing the smooth onboarding process for new employees, ensuring they are fully integrated into the team and are trained on company systems, processes, and the insurance products and services we offer.
• Identify training needs across the team, providing ongoing learning opportunities for established team members to enhance their skills and knowledge.
• Deliver or coordinate regular training sessions to ensure the team stays up to date on industry trends, product updates, and changes to company policies or procedures.
• Monitor and manage daily, weekly, and monthly performance metrics to ensure the team consistently meets service level agreements (SLAs), key performance indicators (KPIs), and operational goals.
• Manage the quality assurance process to ensure excellent customer service, accurate query handling and effective resolution, while ensuring full adherence to FCA guidelines.
• Managing complex customer complaints, ensuring timely and satisfactory resolution.
• Cultivate a positive, inclusive, and supportive work environment where employees feel valued and motivated.
• Organize and promote team-building activities and events that make the workplace enjoyable and help build a string sense of teamwork.

What we’re looking for:
• Previous experience in a leadership role, ideally in an insurance call centre or a similar customer-focused environment.
• Strong leadership skills with the ability to motivate, coach, and support a diverse team.
• Experience delivering training for both new starters and existing team members.
• Knowledge of HR policies, absence management, and internal processes.
• Familiar with health and safety guidelines for both office and remote work environments.
• Good at problem-solving skill with the ability to handle tricky customer issues in a professional and timely way.
• Understanding of key performance metrics and experience driving results.
• Knowledge of quality standards and the ability to apply best practices in customer service.
• Excellent communication skills, both written and verbal, with the ability to explain things clearly and empathetically to both staff and customers.
• A positive, proactive attitude with a passion for creating a fun and engaging workplace culture.

You must have at least 6 months continuous employment within Acorn Insurance/Granite.
You must not have any live warning, written or verbal, on file within the last 6 months. All other standard housekeeping requirements are expected such as good time keeping and attendance record.
Important: please advise your current manager of your intention to apply.