Customer Service Representative

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

Benefits offered by this job

35 days holiday

Mental health support

Career development

Flexible benefits

Hybrid working

Recognition awards

Job summary

Acorn Insurance in Liverpool is seeking a Customer Service Representative to join our Household team. You’ll handle enquiries across channels, deliver high-quality service, and act as a brand ambassador.

This hybrid role offers office-based or remote options, with Monday to Friday hours and a competitive salary plus a performance bonus. Join a growing company with strong values and development opportunities.

Qualifications

• A positive 'can do' attitude with a customer focus.
• Excellent verbal and written communication skills.
• Great listening skills and empathy.
• High level of accuracy and attention to detail.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Respond to enquiries from customers and colleagues across channels.
• Provide high quality customer service and a positive experience.
• Act as a brand ambassador with courteous communication.
• Assist with queries related to insurance needs and policy cover.
• Build report and trust while resolving queries promptly.
• Maintain accurate records of customer assessments and preferences.
• Use systems to find the most suitable insurer and policy terms.
• Ensure any customer dissatisfaction is resolved at first contact.

Skills

Positive attitude

Verbal communication

Written communication

Listening skills

Attention to detail

Problem solving

Multi-tasking

Empathy

Telephone etiquette

Job description

Role: Customer Service Representative

Department: Household

Location: Liverpool - Hybrid, Office based or Remote. Our office is based in Liverpool but open to remote workers outside of Liverpool

Working Hours: Monday to Friday 09:00am – 17:30pm (No Weekends)

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

What you will be doing:

• Respond to all enquiries from customer and colleagues through all lines of communication.
• Provide high quality Customer Service and give the Customer a Positive helpful experience.
• As a brand ambassador always conduct yourself and communications in a courteous and helpful manner and ensure that all information required by either the customer or the colleague is obtained and communicated correctly and efficiently.
• Give suitable information to customers and assist with any queries relating to their insurance needs and policy cover.
• Build Report and trust with the Customer, resolving queries in a fast and efficient manner.
• Have multiple conversations with different Customers on webchat without compromising the quality of chats.
• Maintain an accurate record of the assessment of the customers awareness of risk and insurance as well as their circumstances and objectives.
• Using the system(s) you are provided, determine which insurer or scheme will provide the most competitive and suitable product for the query, and ensure that the best premium and policy cover and terms are obtained for the customer.
• Ensure that you look to resolve any customer dissatisfaction at first point of contact.
• Discuss any additional covers available to the customer to ensure that all their insurance requirements are satisfied.
• Demonstrate flexibility, empathy, consideration and respect when dealing with customers, team members and external organisations.
• Ensure that you are always working to agreed service levels.
• Be empathetic to Customer problems and find suitable solutions.
• Liaise with the relevant company departments or external insurance organisations to ensure that customers’ needs, and requirements are always met by the company.
• Assist your Management Team with the day to day running of the department and any requests they may have.
• Complete all Key Learning and any additional training as requested by the Business.
• To bring to the attention of management any training or procedural issues needing to be addressed on either a personal or Company level, including suggestions for improvements on existing processes and procedures.
• Assist other team members as and when required.
• To report any act of a criminal, dangerous or deliberately negligent nature by another member of staff to your supervisor at the earliest opportunity.
• To behave in a responsible manner in the office always.
• Resolve Customer Complaints in a professional manner whilst demonstrating treating the customer fairly.
• Ensuring all details on NB applications are honest and accurate
• Performing checks on applicants’ details to confirm accuracy
• Updating details and advising customers to any change in the price of their premium
• Assisting clients in providing vital information
• Promoting bespoke packages relating to the client’s needs
• Assisting and learning underwriting

What we’re looking for:

• A Positive "can do" attitude.
• Excellent verbal and written communication skills.
• Great listening skills.
• High level of accuracy and attention to detail.
• Good problem solver.
• Ability to work in a fast paced environment.
• Ability to multi-task and manage time effectively.
• Be able to demonstrate patience and empathy.
• Excellent customer service skills, incorporating a confident and pleasant telephone manner.

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:

• 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 & 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
• 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

If you’re looking for a company with a strong culture, real career progression, and a people-first approach — all rooted in the heart of Liverpool — Grow with Acorn.

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
Because our training is quite comprehensive, we can only consider applicants who haveat least one year remainingon 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.

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