Customer Service Manager

Role: Customer Service Manager

Department: Taxi Customer Service

Role Duration: 12 Month Secondment

Location: Formby

Working Hours: 37.5 hours per week, Monday to Friday 09:00am - 17:30pm, including 1 in 3 Saturday 09:00am - 12:30pm

Salary: £33,693 - £35,733 plus up to £4000 per annum performance bonus

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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 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.
• Meet customer & business SLAs through agent performance management.
• Ensure 360 Self-reflection calls are completed with each agent monthly.
• Complete 3 call audits per agent (including soft skill & call quality)
• Develop strategies to improve team performance.

What we’re looking for:

• Experience in customer service within a contact centre environment
• Minimum 6mth management experience
• 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 effective team relationships in person and remote.
• Excellent customer service skills.
• Customer focused and driven by results and achievement.
• Ability to remain calm under pressure.
• Being able to adapt to challenging situations.
• A sense of responsibility.
• Self-motivation and be able to make quick decisions.
• Ability to analyse sales figures.

Grow with Acorn

At Acorn Insurance, we’re proud of our Liverpool roots — and even prouder of how far we’ve come. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we’ve grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024.

We’re growing fast, with new opportunities emerging every week. That growth is largely due to the values we share:

• 🦏 We run through walls for our customers and each other
• 🐐 We challenge the status quo
• 🐧 We succeed when we help those around us succeed
• 🐆 We decide quickly when the smart thing to do is use our judgement

Benefits:

• 🌴 35 days’ holiday (including bank holidays) with additional buy/sell options
• 🧠 24/7 mental health support & free counselling available
• ☝ Grow with us: Through career fairs, leadership programs, and learning on the go!
• 💸 Flexible benefits, including early access to salary via our internal platform
• 🏡 Hybrid working options to support work-life balance and individual needs
• 🎉 Recognition awards, social events & more

Our Commitment to our colleague’s:

These aren’t just words — they’re the principles we live by. And we’re proud to back them up with real action, earning recognition and accreditation from leading organisations that share our commitment to people and growth:

• 🧠 Mindful Employer – championing mental health and wellbeing
• ♿ Disability Confident Level 1 & 2 – creating accessible, inclusive opportunities
• 🌸 Menopause Friendly accredited – supporting every stage of life
• 🎖️ Armed Forces Covenant signatory – honouring those who serve
• 🏆 Great Places to Work 2024/25 – fostering an engaging and positive workplace culture
• 📈 Best Place to Work for Development – proud to be investing in people’s future
• 👩‍💼 Best Place to Work for Women – breaking down barriers to women's career progression

If you’re looking for a company with a strong culture, real career progression, and a people-first approach — all rooted in the heart of Liverpool — Grow with Acorn.

A Few Things to Know Before You Apply

We’re really excited that you’re considering joining Acorn! To help everything go smoothly, here are a couple of things to keep in mind:

If your application is successful, we will commence relevant employment checks prior to you commencing employment with us. These will include a standard criminal record check and an insolvency register check.

🌍 Visa Requirements
Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post-Study Work visa. At the moment, we’re not able to offer visa sponsorship.

💬 We’re Here to Support You
We’re committed to creating an inclusive, supportive workplace where everyone can flourish. If you need any adjustments during the recruitment process—or once you’re part of the team—just let us know. Whether it’s flexible hours, adapted equipment, or a bit of extra support, we’ll work with you to make sure you can do your best work.

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