Customer Care Specialist

Ask Acorn; Liverpool; Hybrid; GBP 24,000 - 29,000; Full time

Job summary

An insurance service provider is seeking a Customer Care Specialist in Liverpool. The role involves supporting clients with financial difficulties, offering exceptional customer service, and requires strong problem-solving and communication skills. This position offers a hybrid working model and various benefits designed to promote well-being and professional growth.

Benefits

35 days’ holiday

24/7 mental health support

Career development opportunities

Flexible benefits

Recognition awards and social events

Qualifications

• Experience within the Insurance Industry or credit control (preferred but not essential).
• Experience supporting vulnerable customers over the phone.
• Ability to manage and complete tasks independently.

Responsibilities

• Support customers experiencing financial difficulties.
• Provide excellent customer service aiming for one-call resolution.
• Assist with debt recovery and queries via phone, email or letter.

Skills

Organisational skills

Customer service experience

Problem-solving

Communication skills

Microsoft Excel

Job description

Role Overview

Customer Care Specialist
Location: Liverpool City Centre (Hybrid working basis)
Working Hours: Monday to Friday 9:00am – 5:30pm (37.5 hours a week)
Salary: Up to £28,459 plus potential performance‑based bonus

What You Will Be Doing

• Supporting customers experiencing financial difficulties or vulnerability, ensuring positive outcomes for both customer and business
• Providing excellent customer service using models such as TEXAS and IDEA, aiming for one‑call resolution
• Assisting with debt recovery, ensuring needs of customer and business are met
• Responding to queries from clients and agents received by phone, email or letter in a courteous and helpful manner
• Investigating cases where necessary and conducting root‑cause analysis to improve forward processes
• Collaborating with other departments for successful business and customer outcomes
• Communicating effectively with third parties regarding mutual clients while maintaining professional relationships
• Maintaining accurate records of any correspondence received from clients regarding payment or payment plans

What We're Looking For

• Experience within the Insurance Industry credit control department (preferred but not essential)
• Experience supporting vulnerable customers and customers experiencing financial difficulties via telephone
• Ownership and completion of all tasks/duties in full
• Good organisational skills with ability to prioritise 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
• Excellent communication skills at all levels both verbally and in writing

Grow with Acorn

At Acorn Insurance we bring over 40 years of specialist insurance expertise to the table. From humble beginnings we have grown into a national leader, employing 1,700+ people across the UK and reaching £750 million in total value of insurance policies written in 2024.

Our Values

• 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 programmes 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

• 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

How to Apply

Click the ‘APPLY’ button to submit your CV for this role.