Job Title: Branch Manager
Location: Birmingham (B13)
Salary: £27,500 + Bonus £4,000 Per Annum (£31,500 OTE).
Job Type: Permanent
Working hours: Monday to Friday, 37.5 hours between 9am-5:30pm
About us:
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.
At Acorn Insurance we provide full training and continuous coaching inhouse you will be given full in-depth FCA regulated industry knowledge and have all the tools necessary to help you personally grow your career with the business.
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.
About the role:
As a leader within our Retail Branch Network department, you will be accountable for the day-to-day performance of your branch and team. Delivering best in class service and meeting, if not exceeding all branch target expectations and retail network objectives.
Working closely with the Branch Operations Manager, you will actively participate to enhancing team performance, whilst supporting the wider branch network and call centre contribution (Taxi Department, Fleet Department).
Your daily focus will be ensuring smooth and efficient customer experiences, timely and effective 1st call/F2F resolution, administrative tasks and workload management, customer service (F2F/phone). You will actively contribute to the overall growth and market share of our Retail Branch Network for both new business and renewals.
You will become a trusted authority on our Acorn Insurance Taxi product suite, ensuring comprehensive knowledge and expertise.
What you will be doing:
- Play a key role in driving branch and wider retail network success whilst demonstrating high-level leadership and management of direct reports.
- Report on performance in line with business expectation, in written, verbal or presentation format.
- Ensure department KPI’s data is refreshed & up to date with a firm focus on exceeding targets.
- Complaint Resolution Management, including taking calls with customers as part of a managed resolution strategy.
- Participate in the planning, development and implementation of new team processes and assist with the design and delivery of Taxi Department training.
- Ensure smooth and efficient F2F customer experiences, timely and effective resolution, administrative tasks and workload management.
- Building and maintaining long-standing client relationships.
- Gather regular competitor pricing information and feed that into regular pricing reviews with the wider taxi leadership team providing local data/competitor analysis.
- Actively seek customer feedback, commercial awareness and area trends.
- Lead and manage marketing visits to profile Acorn product suite and all buying channels, web, digital (Acorn app), phone & branch face to face (retail hubs).
- Banking procedures and processes – Cash handling, daily banking process, petty cash, money laundering processes/checks and regular cash audits.
- Responsible for resource & succession planning of branch team.
- Complete regular 121’s with team as per Dayforce system, providing performance feedback against agreed KPI’s & SLA’s carrying out skills gap analysis.
- Ensure quality across the team (Compliance/Auditing), providing corrective feedback (ORCA) and resolution as required within company set timelines.
- Comply with FCA regulations and practices (GDPR/Consumer Duty).
Why Acorn Insurance?
- 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
- Perk Box Online & High Street vouchers and discounts
- 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
- Free self-development & qualifications via Magpie Learning
- A comprehensive Mental Health support a wide network of mental health first aiders and free counselling sessions
- Free Hot Drinks*
- Regular Employment Engagement including ongoing competitions with fantastic prizes
- Charity fundraising events
Candidates with experience or relevant job titles of; Branch Manager, Retail Manager, Manager, Sales Manager, Sales, Training Manager, Store Manager, Trade Manager, Manager, Store Supervisor, Store Assistant, Retail Supervisor, Retail Executive, Customer Service Manager, Customer Sales Manager, Customer Support Manager, Business Development Manager, BDM, Direct Sales, Senior Sales, Sales Executive will all be considered.
