Customer Service Manager

2 weeks ago

Liverpool, United Kingdom Acorn insurance & Financial Services LTD Full time

We are currently seeking a Team Manager to join our Telematics team. You will play a key role in driving our success and supporting the leadership of a dynamic Telematic team with excellent communication skills and proven experience in managing teams within contact centres and face-to-face environments to drive forward our strategy of delivering great customer and business outcomes.

You will be an advocate to the Acorn brand, Acorn values and embedment of Acorn culture and working environment expectations.

Location: Liverpool, Hybrid

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

Salary: £30,671 OTE* including £4,000 performance related bonus per annum

What you will be doing:

  • Responsible for management and motivation of team members to achieve set targets and KPI’s    
  • Create and maintain an inspiring team environment with open communication, delivering a culture of robust people management.  
  • Ensure a thorough understanding of the team objectives and expected contribution. 
  • Responsible for ensuring a positive customer experience at all touchpoints.   
  • Resolve issues that arise, supported by the Head of Telematics.  
  • Implement department strategy with focus on exceeding set targets. 
  • High Level Complaint Resolution Management. 
  • Collate & Compile Management Reports  
  • Team Leader Support & Development  
  • Co-Ordinate & implement recruitment strategy.  
  • Proactive Audit Management  
  • Day to Day Department management. 

What we’re looking for:

  • Proven experience as a team leader/manager, with strong leadership, communication and problem-solving skills.
  • Ability to thrive in a fast-paced environment and prioritise tasks effectively.
  • Experience of supporting target operating model transformation to deliver operational efficiencies and improvements.
  • Clear vision of what excellent customer service looks like and a passion for consistent delivery of exceeding customer expectations.
  • Ability to communicate clearly and effectively to the team and present information in ways to promote understanding and colleague buy-in.
  • Articulates a vison that generates excitement, enthusiasm and commitment.
  • Comfortable challenging the status quo in a constructive and collaborative way.
  • Effective in utilising interpersonal and influencing skills where appropriate.

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 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.

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.

If you think you would be a great fit for us, but don’t meet all the requirements of the role, please contact us as we’d love to discuss how Acorn Insurance could be the next step in your career journey.

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