Customer Service Representative

The Acorn Group; Liverpool; Hybrid; GBP 27,000 - 29,000; Full time

Benefits offered by this job

Hybrid working

Bonus up to £2,000

Full training provided

Job summary

The Acorn Group is hiring a Customer Service Representative in Liverpool for our insurance contact centre. You will handle inbound customer queries, focus on high-quality service, and contribute to achieving team KPIs.

You will work in a hybrid setup with some in-office days and full training provided to grow within a supportive, high-energy environment. The role offers potential pay growth as you gain experience.

Qualifications

• Inbound contact centre experience in insurance is a plus.
• Strong written and spoken communication.
• Empathy and patience in handling customer queries.

Responsibilities

• Hit daily targets and KPIs; contribute to team success.
• Deliver high-quality service and participate in call audits.
• Handle policy queries and changes with accuracy.
• Provide VIP service and act as brand ambassador.
• Support customers through insurance-related processes.

Skills

Customer service

Communication

Empathy

Attention to detail

Goal orientation

Tools

Insurance systems

Job description

Job Title: Customer Service Representative

Location: Liverpool - Mersey Chambers with Hybrid Working

Salary: £26,938 - £28,609 plus up to £2,000 performance-related bonus

Working Hours:

Hybrid model with a minimum of 3 days in the office (but your welcome to come in more often if you wish!) including work-life balance meets flexibility with three rotating shift patterns

Early Shift:8:30am – 17:00pm

Mid Shift:9:00am – 17:30pm

Late Shift:10:00am – 18:30pm

1 in 3 Saturday's 09:00am - 17:30pm

An Exciting Opportunity to Kickstart Your Career in Insurance!

Are you ready to join an amazing team where every day brings a new challenge and opportunity to grow? This is more than just a job – it’s your chance to build a career, develop your skills, and be part of a high-energy, supportive environment that celebrates success. We’re looking for a Customer Service Representative to join our thriving inbound contact centre, specializing in insurance – and we want YOU to be part of our journey!

What You’ll Be Doing:

• Crushing Your Goals & KPIs: Every day, you’ll have the chance to hit exciting targets and make a real impact on our team’s success. As you grow and improve, so will your salary!
• Achieving Quality Excellence: Delivering fantastic service will be your superpower. You’ll shine in call audits and always strive to meet our high-quality standards.
• Turning Complaints into Opportunities: Every complaint is an opportunity to WOW a customer. You’ll turn difficult situations around with your patience, empathy, and problem-solving skills.
• Handling Policy Queries & Changes: You’ll be the go-to expert for customers seeking clarity or needing to make changes to their insurance policies.
• Providing VIP Service to Every Customer: Whether helping a regular customer or someone facing a tough time, you’ll go above and beyond to make their experience amazing.
• Being a Brand Ambassador: You’ll proudly represent our brand and values, creating an exceptional experience for everyone you interact with.

What We’re Looking For:

• Motivation & Drive: You’re passionate about providing exceptional service, tackling challenges head-on, and continuously improving.
• Strong Communication Skills: You’ll be on the phone and webchat – and you’re great at explaining things clearly and making customers feel heard and valued.
• Empathy & Patience: You can handle tricky situations with grace and always put customers first, especially those who might need a little extra care.
• Goal-Orientated: You love a challenge and take pride in hitting your targets and achieving your personal best.
• Attention to Detail: Accuracy matters – and you’ve got an eye for it when it comes to managing insurance policies.

Why This Opportunity is So Exciting:

• Career Growth with Pay Increases: Start with us and watch your career take off! With full training provided, you’ll gain valuable skills and experience that will set you up for long-term success. Plus, as your experience grows, so does your pay!
• Join an Amazing Team: You won’t just be another employee – you’ll be part of a team that’s supportive, friendly, and always pushing each other to be better.
• Endless Development Opportunities: We believe in continuous growth. As you master new skills and build your expertise, there’s always a chance to level up.
• A Fun and Dynamic Environment: This isn’t your average job. With a positive, high-energy vibe, we make work enjoyable while achieving great things together.

Why You Should Apply:

This is not just a job; it’s an exciting opportunity to make an impact, develop professionally, and be part of something big. If you’re eager to grow, love helping others, and want to be part of a team that values YOU, this is the place for you. Don’t miss out on the chance to kickstart your career in the insurance industry with a company that’s all about growth, rewards, and success!

Grow with Acorn

At Acorn Insurance , we’re proud of our Liverpool roots — and even prouder of how far we’ve come. As part of the Acorn Group , we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we’ve grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024.

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

• W e run through walls for our customers and each other
• W e challenge the status quo
• W e succeed when we help those around us succeed
• We decide quickly when the smart thing to do is use our judgement
• A maximum of 35 days’ holiday ( depending on role and tenure) including bank holidays, with addit ional 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
• H ybrid working options to support work-life balance and individual needs

Our Commitment to our colleague ’ s :

• 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:

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

• Visa Requirements B ecause 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 W e’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.