Customer Service Manager (Insurance)

Location: Formby, Liverpool, UK; hybrid working options available. Working hours are 37.5 hours per week, Monday to Friday from 09:00 to 17:30, including one in three Saturdays from 09:00 to 12:30. This is a 12-month secondment.

Salary: £33,693–£35,733 per year, plus up to £4,000 per annum performance bonus.

Company

hirify.global is a UK insurance group with over 40 years of specialist insurance expertise, more than 1,700 employees across the UK, and Liverpool roots.

What you will do

• Manage workload distribution to support service levels and team performance.
• Communicate agent KPI performance, deliver monthly performance discussions and one-to-one reviews, and complete quarterly career development reviews.
• Conduct wellbeing checks, monthly team meetings, monthly 360 self-reflection calls, and three call audits per agent covering soft skills and call quality.
• Monitor and report sickness, absenteeism, punctuality, productivity, compliance quality checks, and overall performance.
• Handle complaint escalations, team attrition, recruitment interviews, and staff equipment coordination.
• Develop strategies to improve team performance while meeting customer and business SLAs.

Requirements

• Experience in customer service within a contact centre environment.
• At least six months of management experience.
• Leadership skills and the ability to motivate and develop staff.
• Strong communication and interpersonal skills, with the ability to build effective team relationships in person and remotely.
• Excellent customer service skills and a customer-focused, results-driven approach.
• Ability to remain calm under pressure and adapt to challenging situations.
• Sense of responsibility, self-motivation, and the ability to make quick decisions.
• Ability to analyse sales figures and work effectively as part of a team.

Culture & Benefits

• 35 days’ holiday including bank holidays, with additional buy and sell options.
• 24/7 mental health support and free counselling.
• Career fairs, leadership programmes, and ongoing learning opportunities.
• Flexible benefits, including early access to salary through the internal platform.
• Hybrid working options, recognition awards, social events, and an inclusive workplace.
• Employment checks include a standard criminal record check and an insolvency register check. Applicants must have at least one year remaining on a Graduate or Post-Study Work visa; visa sponsorship is not available.