Customer Care Specialist Agent / Credit Control Agent

Acorn Insurance Ltd; West Kirby; Hybrid; GBP 26,000 - 31,000; Full time

Benefits offered by this job

Hybrid working options

Mental health support

Flexible benefits

Job summary

Acorn Insurance Ltd is hiring a Customer Care Specialist Agent in Liverpool City Centre on a hybrid basis. Salary is £28,459 per annum, with full-time hours and standard Monday–Friday schedule. You will support financially vulnerable customers and manage debt recovery while delivering excellent service.

You will handle inquiries by phone, email or letter, carry out investigations, and collaborate with other departments to achieve positive customer outcomes.

Qualifications

• Experience in credit control within insurance is preferred.
• Experience supporting vulnerable customers via telephone.
• Ability to take ownership and complete tasks.
• Strong organisational skills and ability to prioritise workloads.
• Proactive thinker who can solve problems independently.
• Ability to investigate cases and implement corrective actions.
• Proficient with Microsoft Excel.
• Familiarity with ICE, TCAS and Bexhill is preferred.
• Excellent written and verbal communication.

Responsibilities

• Support customers experiencing financial difficulties to deliver good outcomes.
• Deliver excellent service using models TEXAS and IDEA aiming for one-call resolution.
• Assist with debts owed and recovery while balancing customer and business needs.
• Respond to queries by phone, email or letter, ensuring data is captured.
• Investigate cases and perform root-cause analysis to improve processes.
• Collaborate with other departments for successful outcomes.
• Communicate with third parties about mutual clients, maintaining professional relations.
• Keep accurate records of correspondence about payments and plans.
• Perform other duties as required.

Skills

Credit control experience

Vulnerable customers support

Ownership

Organisation

Problem solving

Communication

Team collaboration

Tools

MS Excel

ICE

TCAS

Bexhill

Job description

Job Title: Customer Care Specialist Agent

Location: Liverpool City Centre on a hybrid working basis

Salary: £28,459 per annum

Job Type: Permanent, Full Time

Working Hours: Monday to Friday 9:00am to 5:30pm, 37.5 hours a week

What You'll 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.

Benefits:

• A maximum of 35 days' holiday (depending on role and tenure) 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 to our colleague's:

These aren't just words - they're the principles we live by. And we're 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 & 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 - Supporting 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 people's future
• Best Place to Work for Women - breaking down barriers to women's career progression

A Few Things to Know Before You Apply

We're really excited that you're considering joining Acorn! To help everything go smoothly, here are a couple of things to keep in mind:

Visa Requirements

Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post-Study Work visa. At the moment, we're not able to offer visa sponsorship.

We're Here to Support You

We're committed to creating an inclusive, supportive workplace where everyone can flourish. If you need any adjustments during the recruitment process-or once you're part of the team-just let us know. Whether it's flexible hours, adapted equipment, or a bit of extra support, we'll work with you to make sure you can do your best work.

Candidates with experience or relevant job titles of: Vulnerable Customer Specialist / Adviser, Financial Difficulties Specialist, Credit Control Specialist / Executive, Collections Specialist, Collections Agent, Debt Recovery Specialist, Customer Support Specialist - Financial Hardship may also be considered for this role