Customer Service Advisor

Acorn Group; Halesowen; On-site; GBP 27,000 - 29,000; Full time

Benefits offered by this job

Performance bonus

Job summary

Acorn Insurance And MyPolicy is seeking a Customer Service Advisor in Halesowen. The role involves delivering an exceptional customer experience across multiple channels and using MyPolicy systems to manage customer data accurately.

You will handle account enquiries, stay updated on product processes, work with colleagues to share best practices, and promote MyPolicy services to enhance loyalty. DBS and financial checks apply, with visa restrictions noted.

Qualifications

• Strong communication skills and a customer-focused approach.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Team player with a collaborative mindset.

Responsibilities

• Serve customers across channels (web, phone, email).
• Enter customer data with high accuracy in MyPolicy systems.
• Validate and process new customer accounts and enquiries.
• Maintain up-to-date knowledge of processes for products/services.
• Promote MyPolicy products and services to build loyalty.
• Ensure records are maintained and admin tasks are completed timely.

Skills

Strong Communicator

Multi-tasking

Team player

Organised

Attention to detail

Proactive

Customer service mindset

Tools

MS Office

MyPolicy systems

Job description

Role: Customer Service Advisor

Location: Halesowen (B62)

Salary: £26,938 - £28,609 + up to £2000 Performance related bonus

Job Type: Permanent, Full Time

Working Hours: 37.5 hours per week, Monday to Friday between 08:30am to 18:30pm on a 5-week rotational shift pattern. 1 in 3 Saturdays 09:00am - 17:30pm.

Early Shift: 8:30am – 17:00pm

Mid Shift: 9:00am – 17:30pm

Late Shift: 10:00am – 18:30pm

About the Role

As a Customer Service Advisor, you will provide a professional first point of contact for customers, colleagues and external business partners in order to ensure the delivery of an exceptional customer experience.

What you will be doing

• Serve our customers regardless of the channel they use, e.g. web, telephone, email, etc.
• Use My Policy systems to enter customer data to a high standard of accuracy.
• Validate and process new customer accounts assisting customers with any account related enquiries.
• Maintain a strong and up to date working knowledge of all processes relating to relevant products and services.
• To work collaboratively with your peer group and other colleagues sharing best practice.
• When appropriate, seeks opportunities to add value to the customer and build customer loyalty through the promotion of My Policy products and services.
• Provide administrative support to ensure activities related to customer’s accounts are carried out in a timely manner and records are maintained.
• Establish and communicate high standards of customer service in line with the company’s values and culture.
• Establish and communicate high standards of customer service in line with the company’s values and culture.
• Identify and escalte to your line manager any key customer impacting issues to achieve greater business wide success.
• Maintain effective working practices in a team environment, ensuring that compliance and service delivery standards are in line with quality and compliance framework and regulatory requirements.
• Contribute to an open and honest culture within teams through collaborative and supportive working.
• Support a culture of continuous improvement for Customer experience, and operating systems.
• Liaise with relevant stakeholders across the business to instigate and influence positive change.

What we’re looking for

• Strong Communicator
• Effective decision maker in a fast-paced environment
• Individuals who have a passion and commitment to providing quality Customer Service
• Team Player
• Able to prioritise workloads to meet challenging deadlines and ability to multi-task and self-organise.
• Pro-active and well organised
• Adaptable
• Computer literate and proficient in MS Office suite
• Accuracy and attention to detail
• A desire to develop own skill sets

About Acorn Insurance And MyPolicy

With over 40 years of experience, Acorn Insurance is a specialist provider dedicated to helping individuals secure motor insurance across the UK. We proudly serve more than 50,000 customers, ensuring they find policies that meet their needs and provide the peace of mind that comes with high-quality cover.

MyPolicy is a specialist division of Acorn dealing with Telematics. Our approach is pretty simple really – to help you become a safer driver so you pay less.

Compliance and Checks

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.

Unfortunately, due to the length of training and complexity of the role, we can only accept applications from candidates who have at least one year remaining on their (Graduate/ Post study work) visa. Unfortunately, we are unable to provide visa sponsorships.