Customer Care Specialist

TipTopJob; Liverpool City Region; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading insurance company is seeking a Customer Care Specialist in Liverpool. The role involves supporting customers in financial difficulty, ensuring excellent service and resolution. Candidates should have strong communication skills and experience with vulnerable customers. Competitive salary up to GBP28,459 plus benefits, with hybrid working options available.

Benefits

35 days holiday

24/7 mental health support

Flexible benefits

Recognition awards

Hybrid working options

Qualifications

• Experience supporting vulnerable customers via telephone.
• Credit Control department experience preferred but not essential.
• Proactive thinker with ability to investigate and implement corrective actions.

Responsibilities

• Support customers experiencing financial difficulties.
• Provide excellent customer service with a focus on one call resolution.
• Investigate cases and perform root cause analysis.

Skills

Organisational skills

Problem-solving

Good communication

Microsoft Excel

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 GBP28,459 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, were proud of our Liverpool roots and even prouder of how far weve come. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, weve grown into a national leader, now employing 1,700+ people across the UK and reached a milestone GBP750 million in total value of insurance policies written in 2024.

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

• 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 and 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 and more

Our Commitment To Our Colleagues

These arent just words : theyre the principles we live by. And were 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 and 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 peoples future
• Best Place to Work for Women : breaking down barriers to womens career progression