Driver Success Team Agent

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

Benefits offered by this job

35 days holiday

Hybrid working

Mental health support

Bonus up to £2k

Career development

Job summary

Acorn Group in Liverpool is hiring a Driver Success Team Agent to coach customers on driving behaviour and ensure FCA compliance across multiple platforms under a Success Leader.

In this hybrid role, you will work 37.5 hours per week, with a salary of £26,938–£28,609 and a potential £2,000 annual performance bonus, plus benefits. You will support customers while upholding regulatory standards and company policies.

Qualifications

• Experience in Insurance or Financial Services is preferred.
• Strong customer service and communication skills essential.
• Ability to follow FCA regulations and company policies.

Responsibilities

• Engage with customers to deliver feedback on driving behaviour.
• Identify customer demographics with Team Leader support for outbound calls.
• Establish contact via calls, emails or other means to meet needs.
• Provide industry-leading experience for Acorn/Carrot brands.
• Ensure adherence to policies, data protection and FCA procedures.
• Log, hand and resolve complaints and collaborate with other teams.

Skills

Excellent communication

Customer service

Empathy

Problem solving

Time management

Job description

Role

Driver Success Team Agent

Location

Liverpool, Hybrid

Salary

£26,938 - £28,609 Plus up to £2,000 performance related bonus per annum, once established within your role.

Working hours

37.5 hours a week between 8:00am and 19.30pm on a three-week rolling rota from Monday to Friday and this will include 1 in 3 Saturdays between the hours of 9.00am and 17.30pm only.

As part of the Driver Success Team (DST), you will provide critical and educational intervention for customers, coaching them on how best to improve their driving behaviours, whilst ensuring the guidelines of our regulator the Financial Conduct Authority (FCA) are followed accordingly.

Across the Driver Success Team, your position will be fast paced & you will be cross trained across the Group’s multiple user platforms, whilst reporting directly into your Success Leader.

Within this important role, you will be tasked with assisting and support our customers through conversations about their excessive speeding, overall driving behaviour, all whilst educating as to how specific demographics perform and subsequently improve.

What you will be doing

• Having engaging conversations with customers to help deliver feedback on their driving behaviour
• Helping to identify customer demographics with support of your Team Leader/Manager to ensure outbound calls are completed as part of the risk management process
• Establishing customer contact via inbound or outbound calling, emails or other means of communication and ensuring customer & business needs are met accordingly
• Providing industry-leading experience to our customers on behalf of your Acorn/Carrot brands
• Ensuring business standards, policies and procedures are maintained
• Liaising with other areas of the business to ensure customer needs are met
• Assisting other team members where necessary
• Logging, handing and resolving complaints
• Ensuring that the Data Protection Act (DPA) is followed consistently
• Adherence to FCA compliance procedures at all times

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
• Previous Insurance or Financial Services Industry Experience
• Previous Customer Service Experience

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 options to 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 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.