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Customer Care Specialist

Acorn Insurance Ltd

Liverpool

Hybrid

GBP 24,000 - 29,000

Full time

Today
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Job summary

A leading insurance company in Liverpool is seeking a Customer Care Specialist to support customers facing financial difficulties. The ideal candidate will have experience in customer service and strong organizational skills. You'll work in a hybrid environment and may earn a performance-based bonus. Join a fast-growing team with excellent career progression opportunities.

Benefits

35 days' holiday including bank holidays
24/7 mental health support
Career development opportunities
Flexible benefits
Recognition awards and social events

Qualifications

  • Credit Control experience preferred but not essential.
  • Ability to communicate well at all levels, both verbally and in writing.
  • Strong organizational skills and ability to prioritize workload.

Responsibilities

  • Support customers experiencing financial difficulties.
  • Provide great customer service to meet customer and business needs.
  • Assist with debts owed while ensuring customer satisfaction.

Skills

Credit Control department experience
Experience supporting vulnerable customers
Problem-solving
Organizational skills
Microsoft Excel skills
Communication skills
Job description
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

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