Customer Care Specialist

The Acorn Group; Liverpool; Hybrid; GBP 26,000 - 31,000; Full time

Benefits offered by this job

Hybrid working options

Flexible benefits

Early salary access

Mental health support

Counselling services

Career development opportunities

Job summary

The Acorn Group is hiring a Customer Care Specialist in Liverpool City Centre with hybrid working. The role focuses on helping customers in financial difficulty, delivering excellent service and working towards positive outcomes for both customers and the business.

You will handle queries via phone, email or letter, support debt recovery efforts and strive for one-call resolution using established service models. The position offers a salary of up to £28,459 with performance bonuses.

Qualifications

• Credit Control experience in Insurance preferred but not essential.
• Experience supporting vulnerable customers via telephone.
• Taking ownership – ensure all tasks are completed.
• Good organisational skills and ability to prioritise workload.
• Pro-active thinker with problem-solving ability.
• Ability to investigate cases and communicate well at all levels.

Responsibilities

• Support customers experiencing financial difficulties to deliver good outcomes.
• Provide great customer service with the aim of a one-call resolution using TEXAS and IDEA.
• Assist customers with debts owed, ensuring recovery meets customer and business needs.
• Respond to queries from clients and agents by phone, email or letter in a courteous manner.
• Investigate cases and perform root-cause analysis to improve processes.
• Collaborate with other departments for successful outcomes.
• Communicate with third parties regarding mutual clients and maintain relationships.
• Maintain accurate records of correspondence about payments and payment plans.
• Perform other duties as applicable.

Skills

Credit control experience

Vulnerable customers support

Organisational skills

Problem solving

Excel skills

Communication

Tools

Microsoft Excel

Job description

Posted Tuesday, 1 September 2026 at 01:00

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: 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.

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.

We’re growing fast, with new opportunities emerging every week. That growth is largely due to the values we share :

• W e run through walls for our customers and each other
• W e challenge the status quo
• W e succeed when we help those around us succeed
• We decide quickly when the smart thing to do is use our judgement
• A maximum of 35 days’ holiday ( depending on role and tenure) including bank holidays, with addit ional 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
• H ybrid working options to support work-life balance and individual needs

Our Commitment to our colleague ’ s :

• 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
• Armed Forces Defence employer recognition scheme - Supporting 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.

A Few Things to Know Before You Apply

We’re really excited that you’re considering joining Acorn! To help everything go smoothly, here are a couple of things to keep in mind:

If your application is successful, we will commence relevant employment checks prior to you commencing employment with us. These will include a standard criminal record check and an insolvency register check.

Visa Requirements B ecause our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post-Study Work visa. At the moment , we’re not able to offer visa sponsorship.

We’re Here to Support You W e’re committed to creating an inclusive, supportive workplace where everyone can flourish . If you need any adjustments during the recruitment process—or once you’re part of the team—just let us know. Whether it’s flexible hours, adapted equipment, or a bit of extra support, we’ll work with you to make sure you can do your best work.