Branch Manager

Job Type : Full Time, Office Based, No Hybrid.

Working hours: Monday to Friday, 37.5 hours between 9am-5:30pm

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 in 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:

• Report to Branch Operations Manager.
• Role model – Lead by example, advocate of the business and Acorn values.
• 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.
• Implement department KPI’s with a firm focus on exceeding targets.
• Ensure visual Real Time KPI data is refreshed & up to date.
• 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.
• Day to day team management, including admin tasks, daily plans and allocating workloads.
• Ensure smooth and efficient F2F customer experiences, timely and effective resolution, administrative tasks and workload management.
• Actively contribute to the overall growth and market share of our Retail Branch Network for both new business and renewals.
• Gather regular competitor pricing information and feed that into regular pricing reviews with the wider taxi leadership team.
• Lead branch-marketing activities.
• Providing local data/competitor analysis.
• Support retail network initiative to expand Rapid product offering.
• Banking procedures and processes – Cash handling, daily banking process, petty cash, money laundering processes/checks and regular cash audits.
• Recruitment – Hold and lead interviews for candidates applying for branch vacancies.
• Responsible for resource & succession planning of branch team. Hold capability/disciplinary meetings.
• Staff coaching/training to develop them within their role, support career aspirations & ad-hoc support as required.
• Complete regular 121’s with team as per Dayforce system, providing performance feedback against agreed KPI’s & SLA’s.
• Complete coaching/training sessions to support system/process changes, career development or when gaps in knowledge are identified.
• Ensure quality across the team (Compliance/Auditing), providing corrective feedback (ORCA) and resolution as required within company set timelines.
• Ensure team complete all regulatory (FCA) tests – Acorn mandatory E-Learning within set time constraints.
• Hold welfare meetings & return to work interviews when required.

What we're looking for:

• A minimum of 3 years leadership and commercial insurance experience.
• Possess a deep knowledge of the taxi and fleet industry, with the ability to navigate its complexities and use your insights to drive sales and service excellence.
• A results-driven leader with a passion for coaching and developing high-performing teams.
• Excels in a fast-paced, customer-centric environment, maintaining a balance between operational efficiency and strategic growth.
• An expert communicator, with the ability to build relationships both internally and externally and can confidently engage stakeholders at all levels.
• A self-motivated, highly organized, and thrive when setting and meeting ambitious targets.

About Acorn Insurance

We are a growing business with great opportunities to build your knowledge of the financial services industry.

As a specialist insurance provider, we have over 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 in-house 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.

Why Acorn Insurance?

Acorn Insurance want to give you more than a job, we want to give you a purpose and a career. So, what can we offer you as an employer? Some of the "your tomorrow" benefits you will receive include:

• 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
• A comprehensive Mental Health support system via the health assured Employee Assistance Programme (EAP)
• A wide network of mental health first aiders.
• Our very own reward and discount platform "Your tomorrow"
• 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
• Regular Employment Engagement including ongoing competitions with fantastic prizes

' The Acorn Group is a Great Place to Work 2024/5.

A record number of Acorn employees completed the survey. The results overwhelmingly revealed that the group is welcoming, supportive and a great place to forge a career.

There is always room for improvement though. We have big plans to improve even further in 2025.'

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.

Unfortunately, due to the length of training and complexity of the role, we can only accept applications from candidates who have at least one year remaining on their (Graduate/ Post study work) visa. Unfortunately, we are unable to provide visa sponsorships.

At Acorn, we are committed to creating an inclusive and supportive work environment. We recognise that candidates may have specific needs and are happy to consider reasonable adjustments to the recruitment process and working environment to accommodate individual requirements. Whether it’s modifying equipment, adjusting working hours, or providing additional support, we aim to ensure all employees can perform at their best. If you require any reasonable adjustments, please let us know during the application or interview process, and we will work with you to ensure your needs are met.