Overview
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
Responsibilities
- Supporting customers experiencing financial difficulties and/or vulnerability, delivering good customer outcomes that meet both customer and business needs.
- Providing great customer service using models including TEXAS and IDEA, with the aim of one call resolution.
- Assisting customers/businesses with debts owed, ensuring these are recovered in a way that meets 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 performing root cause analysis to improve processes going forward.
- Collaborating with other departments for successful business and customer outcomes.
- Effectively communicating with third parties regarding mutual clients, maintaining professional relationships.
- Maintaining accurate records of any correspondence from the client regarding payment or payment plans.
- Other duties where applicable.
What we're looking for / Qualifications
- 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 & Growth
Grow with Acorn Insurance, based in Liverpool. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise. We are a national leader, employing 1,700+ people across the UK, with a milestone £750 million in total value of insurance policies written in 2024.
We're growing fast, with opportunities emerging weekly. Our values include:
- We run through walls for our customers and each other
- We challenge the status quo
- We succeed when we help those around us succeed
- We decide quickly when the smart thing to do is use our judgement
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
These aren’t just words - they are the principles we live by, backed by real action 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 - 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.
Please click the 'APPLY' button to submit your CV for this role.
Candidates with experience or relevant job titles of; Customer Services Administrator, Customer Service Representative, Customer Support, Client Service, Sales Support, Customer Service Consultant, Customer Service Administrator, Business Support, Office Administrator and Administrative will all be considered