Customer Service Representative

Acorn Group; Liverpool; Hybrid; GBP 26,938 - 28,609; Full time

Benefits offered by this job

Hybrid working

35 days holiday

Mental health support

Early access to salary

Job summary

Acorn Insurance in Liverpool offers a Customer Service Representative role within an inbound contact centre focused on insurance. The position operates on a hybrid model with office presence and flexible hours, and involves meeting targets while delivering exceptional customer experiences.

You will handle policy queries, provide VIP service, and act as a brand ambassador, contributing to the team’s success in a fast-paced environment.

Qualifications

• Customer service experience in a contact centre preferred.
• Excellent communication and empathy when dealing with customers.
• Self-motivated with strong drive to achieve targets.
• Detail-oriented with accurate policy handling.

Responsibilities

• Crush goals and KPIs daily, contributing to team success.
• Deliver high-quality service during calls and webchat.
• Turn complaints into opportunities with patience and problem solving.
• Handle policy queries and policy changes efficiently.
• Provide VIP service and represent our brand values.
• Act as a brand ambassador delivering exceptional customer experiences.

Skills

Strong communication skills

Empathy & patience

Motivation & drive

Goal-oriented

Attention to detail

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.

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:

• 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 optionsto support work-life balance and individual needs
• Recognition awards, social events & more

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

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.