Overview
Looking for a new challenge? Do you have a passion for delivering exceptional service and good outcomes for customers? Are you compassionate, empathetic and an outstanding communicator? We are looking for the very best people with the skills and experience required to help us meet our goals. Do you have a hunger for taking your career to the next level? If so, we have several roles available and one of those could be yours!
Role details
* Role: Customer Care Specialist
* Location: Liverpool City Centre on a Hybrid working basis
* Working Hours: Monday to Friday 9:00am to 5:30pm, 37.5 hours a week
* Salary: Up to £28,459 plus the potential to earn a performance based bonus
What you will be doing
* Supporting customers experiencing financial difficulties and/or vulnerability providing good customer outcomes meeting both customer and business needs
* Providing great customer service (using models including TEXAS and IDEA) with the aim of a one call resolution
* Assisting customers/businesses with debts owed – ensuring these are recovered meeting both the customer and business needs
* Responding to queries from clients and agents received by phone, email or letter in a courteous and helpful manner and ensuring that all information required is obtained and communicated
* Investigating cases where necessary and root cause analysis to improve processes going forward
* Collaboration with other departments for successful business and customer outcomes
* Effectively communicating with third parties regarding mutual clients, maintaining the professional relationship
* Maintaining accurate records of any correspondence received from the client regarding payment or payment plans
* Other duties where applicable
What We’re Looking For
* Credit Control department experience within the Insurance Industry (preferred but not essential)
* Experience supporting vulnerable customers and customers experiencing financial difficulties via telephone
* Taking ownership – ensuring all tasks/duties are completed in full
* Good organisational skills and ability to prioritise own workload effectively
* Pro-active thinker, able to solve problems independently as they arise
* Ability to investigate cases and implement corrective actions as required
* Computer literate with strong Microsoft Excel skills
* Ability to communicate well at all levels both verbally and in writing
About Acorn Insurance and Our Values
Grow with Acorn — At Acorn Insurance, we’re proud of our Liverpool roots and our growth as part of the Acorn Group. We employ over 1,700 people across the UK and wrote £750 million in total insurance policies in 2024. We emphasise values that guide how we work with customers and colleagues.
* We strive to put customers and each other first
* We challenge the status quo
* We support colleagues to help each other succeed
* We decide quickly when appropriate and use good judgement
Benefits
* A maximum of 35 days’ holiday (including bank holidays) with buy/sell options
* 24/7 mental health support and free counselling
* Career development opportunities and learning on the go
* Flexible benefits including early access to salary
* Hybrid working options
* Recognition awards and social events
Visa and application notes
We may require relevant employment checks before starting. Visa sponsorship is not available. If adjustments are needed during recruitment or employment, please let us know so we can support you.
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