Customer Service Manager (Insurance)

Location: Liverpool, UK — Mersey Chambers with hybrid working. Working hours are 37.5 hours from Monday to Saturday between 8:00am and 7:30pm on a three-week rolling rota, including one in three Saturdays.

Company

hirify.global operates a customer service department supporting insurance products and services.

What you will do

• Lead, motivate, and manage customer service representatives to maintain performance, engagement, and morale.
• Coach employees through one-to-one sessions, team meetings, and performance reviews.
• Manage onboarding, training, absence, employee concerns, and day-to-day people management.
• Monitor performance metrics, SLAs, KPIs, and operational goals.
• Manage quality assurance and ensure accurate query handling and adherence to FCA guidelines.
• Resolve complex customer complaints and organize team-building activities.

Requirements

• Previous leadership experience, ideally in an insurance call centre or similar customer-focused environment.
• Strong leadership, coaching, communication, and problem-solving skills.
• Experience training new starters and established team members.
• Knowledge of HR policies, absence management, internal processes, and health and safety for office and remote work.
• Understanding of customer service quality standards and performance metrics.
• At least six months of continuous employment within Acorn Insurance or Granite, with no live written or verbal warning during the previous six months.

Culture & Benefits

• Join a transformed customer service department focused on innovation and continuous improvement.
• Work within a collaborative leadership team committed to service excellence.
• Contribute to a positive, inclusive, and supportive workplace culture.
• 12-month secondment with hybrid working.