Customer Care Specialist Agent

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

Benefits offered by this job

35 days holiday + bank holidays

Mental health support

Growth opportunities

Flexible benefits

Hybrid working

Recognition awards

Job summary

Acorn Insurance in Liverpool is seeking a Financial Customer Care Specialist to join our Credit Control team on a hybrid basis. The role focuses on supporting customers in financial difficulties, delivering strong service, and recovering debts while balancing customer needs.

The position requires excellent communication, ownership of tasks, and Excel competency. The role offers a competitive salary and hybrid working patterns in a people-focused environment.

Qualifications

• Credit control experience, insurance industry preferred
• Experience supporting vulnerable customers via telephone
• Ability to take ownership and prioritise tasks
• Strong organisational skills and workload prioritisation
• Proactive thinker who resolves issues independently
• Investigate cases and implement corrective actions
• Excel proficiency and ICT literacy
• Experience with ICE, TCAS and Bexhill preferred
• Clear written and verbal communication at all levels

Responsibilities

• Support customers in financial difficulties to achieve good outcomes
• Provide excellent customer service with the aim of one-call resolution
• Assist with debts owed and ensure recovery meets customer and business needs
• Respond to queries via phone, email or letter courteously
• Investigate cases and perform root cause analysis to improve processes
• Collaborate with other departments for successful outcomes
• Maintain accurate records of client correspondence about payments
• Perform additional duties as required

Skills

Credit control

Vulnerable customers

Excel

Communications

Problem solving

Independent worker

Tools

ICE

TCAS

Bexhill

Job description

Financial Customer Care Specialist

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 across the group 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!

Job Title: Credit Control Specialist Agent

Salary: £28,400

Location: Liverpool City Centre on a hybrid working basis

Working Hours:Monday to Friday9:00am to 5:30pm, 37.5 hours a week

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
• Experience with ICE, TCAS and Bexhill (preferred)
• Ability to communicate well at all levels both verbally and in writing.

What we offer:

In return for your hard work and dedication we offer an attractive salary package, desirable working pattern and superb ongoing support and development to help you be the very best you can be.

In addition, we continue to advocate personal continuous improvement and will strive to support our colleagues in their personal and professional development within the business with a range of qualifications available for the right individuals.

We believe your success is our success and together we can achieve great things.

Grow with Acorn

AtAcorn Insurance,we’reproudofour Liverpool roots — and even prouder of how farwe’vecome. As part of theAcorn Group, we bring over 40 years of specialist insuranceexpertiseto the table. From humble beginnings,we’vegrown into a national leader, now employing1,700+ people across the UKandreached a milestone £750 millionin total value of insurance policies written in 2024.

We’regrowing fast, with new opportunitiesemergingevery week.That growth islargely dueto 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:

• A maximum of35 days’ holiday(dependingon role and tenure)including bank holidays,withadditionalbuy/sell options
• 24/7 mental health support & free counsellingavailable
• Grow with us:Through career fairs, leadership programs, and learning on the go!
• Flexible benefits, includingearly accesstosalaryviaour internal platform
• Hybrid working optionsto support work-life balance and individual needs
• Recognition awards, social events & more

Our Commitment to ourcolleague’s:

Thesearen’tjust words —they’rethe principles we live by. Andwe’reproud 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 andwellbeing
• 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 – Supportingthose who serve
• Great Places to Work2024/25 – 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

Ifyou’relooking for a company with a strong culture, real career progression, and a people-first approach — all rooted in the heart of Liverpool —Grow withAcorn.

A Few Things to Know Before You Apply

We’rereally excitedthatyou’reconsidering joining Acorn! To help everything go smoothly, here are a couple of things to keep in mind:

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

Visa Requirements
Becauseour training is quitecomprehensive,we can only consider applicants who have at least one yearremainingon their Graduate or Post-Study Work visa.At the moment,we’renot able to offer visa sponsorship.

We’reHere to Support You
We’recommitted to creating an inclusive, supportive workplace where everyone canflourish. If you need any adjustments during the recruitment process—or onceyou’repart of the team—just let us know. Whetherit’sflexible hours, adapted equipment, or a bit of extra support,we’llwork with you to make sure you can do your best work.

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