Customer Services Apprentice

Acorn Group; Liverpool; On-site; GBP 19,148 - 28,609; Full time

Benefits offered by this job

35 days’ holiday

Mental health support

Hybrid working options

Career development opportunities

Job summary

Acorn Insurance invites applications for an Apprentice Customer Service Representative in Liverpool. You will train while earning a salary and gain hands-on experience in a financial services environment.

The programme offers coaching, monthly masterclasses, 1:1 support from experienced coaches, six hours of study time weekly, workshops and guest speakers, and a fixed-term contract with a view to permanent employment after successful completion.

Qualifications

• Motivation and drive to deliver exceptional service.
• Clear communication on calls and webchat.
• Empathy and patience when handling customers.
• Goal-oriented with strong personal best drive.
• Attention to detail when processing insurance policies.

Responsibilities

• Crushing Your Goals & KPIs: Daily targets drive growth and salary progression.
• Achieving Quality Excellence: Delivering high-quality service and accurate call handling.
• Turning Complaints into Opportunities: Resolve issues with patience and problem solving.
• Handling Policy Queries & Changes: Guide customers on policy details and updates.
• Providing VIP Service to Every Customer: Exceed expectations and personalise support.
• Being a Brand Ambassador: Represent the Acorn Insurance values in every interaction.

Skills

Customer service

Communication

Problem solving

Empathy

Attention to detail

Job description

Role: Customer Service Representative - Apprentice
Location: Liverpool - Mersey Chambers
Salary: £19,148 with the ability to increase between £26,938 - £28,609 after the apprenticeship
Working Hours: 09:00 – 17:30 Monday to Friday

Acorn Insurance Apprenticeship Programme

The Acorn Apprenticeship Programme is designed to give you the knowledge, skills, and behaviours you will need to accelerate your career progression, whilst you earn a competitive salary and gain practical experience.

During the apprenticeship, you will:

• Work with a Training and Development Coach to develop a professional development plan that is personalised to your needs.
• Attend monthly Masterclasses on topics such problem solving, customer service and delivering results.
• Receive 1:1 support from Coaches who have significant experience of being a customer services adviser within the financial sector.
• Get six-hours of study time, per week.
• Be able to attend workshops and guest speaker seminars.
• Fixed term contract for the duration of the apprenticeship with a view to move to a permanent contract once the apprenticeship is completed and passed.

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.

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

Values

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

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.

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.