Customer Care Specialist

Acorn Insurance and Financial Services Limited; Liverpool; Hybrid; GBP 24,000 - 29,000; Full time

Job summary

A leading insurance company in Liverpool is seeking a Customer Care Specialist to support customers facing financial difficulties. You will ensure good customer outcomes through effective communication and collaboration. The role offers a hybrid working option, competitive salary, and generous benefits focused on employee well-being, including mental health support.

Benefits

35 days' holiday

24/7 mental health support

Flexible benefits options

Recognition awards and social events

Qualifications

• Support customers experiencing financial difficulties.
• Ability to communicate well at all levels both verbally and in writing.
• Good organisational skills to manage workload.

Responsibilities

• Support customers with debts owed, ensuring recovery.
• Provide customer service aiming for one call resolution.
• Collaborate with other departments for successful outcomes.

Skills

Credit Control department experience

Experience supporting vulnerable customers

Organisational skills

Proactive problem-solving

Microsoft Excel skills

Effective communication skills

Job description

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

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

Grow with Acorn

At Acorn Insurance, we're proud of our Liverpool roots - and even prouder of how far we've come. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we've grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024

Benefits:

• 35 days' holiday (including bank holidays) with additional buy/sell options
• 24/7 mental health support & free counselling available
• Grow with us: Through career fairs, leadership programs, and learning on the go
• Flexible benefits, including early access to salary via our internal platform
• Hybrid working options to support work-life balance and individual needs
• Recognition awards, social events & more

Our Commitment to our colleagues:

These aren't just words - they're the principles we live by. And we're proud to back them up with real action, earning recognition and accreditation from leading organisations that share our commitment to people and growth

• Mindful Employer - championing mental health and wellbeing
• Disability Confident Level 1 & 2 - creating accessible, inclusive opportunities
• Menopause Friendly accredited - supporting every stage of life
• Armed Forces Covenant signatory - honouring those who serve
• Great Places to Work 2024/25 - fostering an engaging and positive workplace culture
• Best Place to Work for Development - proud to be investing in people's future
• Best Place to Work for Women - breaking down barriers to women's career progression

If you're looking for a company with a strong culture, real career progression, and a people-first approach - all rooted in the heart of Liverpool - Grow with Acorn