Driver Success Team Agent

The Acorn Group; Liverpool; Ibrido; GBP 27.000 - 29.000; Tempo pieno

Vantaggi offerti da questo lavoro

Holiday allowance

Mental health support

Career growth opportunities

Flexible benefits

Hybrid work model

Awards & recognition

Descrizione del lavoro

The Acorn Group in Liverpool is hiring a Driver Success Team Agent in a hybrid role, offering 37.5 hours per week with a three-week rolling rota and one in three Saturdays. You will coach customers on driving behaviours while ensuring FCA guidelines are followed and cross-train across multiple platforms under the supervision of a Success Leader.

Salary ranges £26,938–£28,609 per year, with up to £2,000 performance bonus.

Competenze

• 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.

Mansioni

• 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

Conoscenze

Can-do attitude

Communication skills

Active listening

Attention to detail

Problem solving

Fast-paced

Multi-tasking

Empathy

Customer service

Insurance experience

Descrizione del lavoro

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

AtAcorn Insurance,we’reproud of our Liverpool roots — and even prouder of how farwe’vecome. As part of theAcorn Group, we bring over 40 years of specialist insuranceexpertiseto the table. From humble beginnings,we’vegrown into a national leader, now employingAcorn 1,700+ people across the UKandAcorn reached a milestone £750 millionin total value of insurance policies written in 2024.

We’regrowing fast, with new opportunitiesemergingevery week.That growth islargely dueto 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 of35 days’ holiday(dependingon role and tenure)including bank holidays,withadditionalbuy/sell options
• 24/7 mental health support& free counsellingavailable
• Grow with us:Through career fairs, leadership programs, and learning on the go!
• Flexible benefits, includingearly accesstosalaryviaour internal platform
• Hybrid working options to support work-life balance and individual needs
• Recognition awards, social events & more

Our Commitment to ourcolleague’s:

Thesearen’tjust words —they’rethe principles we live by. Andwe’reproud 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 andwellbeing
• 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- Supportingthose who serve
• Great Places to Work2024/25– 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

Ifyou’relooking for a company with a strong culture, real career progression, and a people-first approach — all rooted in the heart of Liverpool —Grow withAcorn.

A Few Things to Know Before You Apply

We’rereally excitedthatyou’reconsidering 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
Becauseour training is quitecomprehensive,we can only consider applicants who haveat least one yearremainingon their Graduate or Post-Study Work visa.At the moment,we’renot able to offer visa sponsorship.

We’reHere to Support You
We’recommitted to creating an inclusive, supportive workplace where everyone canflourish. If you need any adjustments during the recruitment process—or onceyou’repart of the team—just let us know. Whetherit’sflexible hours, adapted equipment, or a bit of extra support,we’llwork with you to make sure you can do your best work.

LI-JM1