Renewals 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.

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

Company

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

What you will do

• Uphold business standards and values while coordinating workload distribution to support service levels and team performance.
• Communicate and report agent KPI performance, productivity, sickness, absenteeism, punctuality, and compliance results.
• Deliver monthly performance discussions, 1-to-1 reviews, quarterly career development reviews, wellbeing checks, and monthly team meetings.
• Conduct call audits, including three soft-skill and call-quality audits per agent, as well as quality checks on short calls.
• Handle complaint escalations, staff equipment coordination, team attrition, and recruitment interviews.
• Develop strategies to improve team performance and ensure customer and business SLAs are met.

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, a customer-focused approach, and a results-driven mindset.
• Ability to work effectively in a team, remain calm under pressure, and adapt to challenging situations.
• Sense of responsibility, self-motivation, and the ability to make quick decisions.
• Ability to analyze sales figures.
• At least one year remaining on a Graduate or Post-Study Work visa.

Culture & Benefits

• Hybrid working options designed to support work-life balance and individual needs.
• 35 days of holiday including bank holidays, with additional buy and sell options.
• 24/7 mental-health support and free counselling.
• Career fairs, leadership programs, learning opportunities, flexible benefits, and early salary access.
• Recognition awards, social events, and an inclusive workplace with accessibility and wellbeing initiatives.
• Employment checks before joining include a standard criminal-record check and an insolvency-register check; visa sponsorship is not available.