Finance Customer Service Representative

Acorn Insurance Ltd; Liverpool; Hybrid; GBP 25,000 - 28,000; Full time

Job summary

A leading insurance provider in Liverpool is looking for a Finance Customer Service Representative to manage customer queries related to direct debit payments. The role requires strong communication skills, attention to detail, and empathy in customer interactions. Candidates will enjoy hybrid working options and a competitive salary package, including performance-related bonuses.

Benefits

35 days' holiday

24/7 mental health support

Flexible benefits

Recognition awards and social events

Qualifications

• Demonstrate excellent communication and listening skills.
• Show empathy and patience when dealing with customers.
• Possess strong attention to detail.

Responsibilities

• Handle high volume customer enquiries about direct debit payments.
• Process payments from customers who missed their direct debit.
• Log, handle, and resolve customer complaints.

Skills

Excellent communication and listening skills

Empathy and patience

Attention to detail

Problem solving

Customer service skills

Ability to multi-task

Job description

Job Title: Finance Customer Service Representative

Location: Liverpool, Hybrid

Salary: £25,877 - £27,515 Plus up to £2,000 performance related bonus per annum, once established within your role.

Working hours: 37.5 hours between 09:00am and 17:30pm Monday to Friday. 1 in 3 Saturdays

What you will be doing:

As a finance customer service representative, you will be dealing with a high volume of customer enquiries about their direct debit payments by telephone, email and webchat. This role requires great communication skills.

• Taking payments from customers who have missed their direct debit payment.
• Dealing with general customer queries about their monthly direct debit payments.
• Amending and updating customers details, including changing their direct debit payment dates and bank account details.
• Setting up Payment Plans and providing support for customers who may require forbearance options.
• Offering solutions for customers who are in financial difficulty.
• Sending out documentation to customers.
• Amending and updating customer details on the relevant software systems, paying particular attention to detail and ensuring that the customers file is updated accurately.
• Logging, handling and resolving complaints.
• Referrals to other departments where applicable.
• Adherence to FCA compliance procedures at all times.

What we're looking for:

• A Positive "can do" attitude.
• Excellent communication and listening skills.
• The ability to demonstrate empathy and patience when dealing with all customers.
• Excellent attention to detail.
• Good problem solver.
• Ability to work in a fast-paced environment.
• Ability to multi-task and manage time effectively.
• 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.

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

These aren't just words - they're the principles we live by.

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.

Best 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:

Checks & Clearances

All roles at Acorn are subject to DBS and financial checks. Any offer we make will be conditional until these are completed to a satisfactory standard.

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.

Candidates with experience or relevant job titles of; Renewals Specialist, Renewals Representative, Contract Renewals Specialist, Subscription Renewals Coordinator, Customer Renewals Manager, Renewal Account Manager, Client Renewals Executive, Customer Success & Renewals Specialist, Customer Support Representative, Customer Service Representative, Client Services Specialist, Customer Success Specialist, Customer Experience Associate, Customer Care Agent, Client Retention Specialist, Subscription Specialist, Account Renewal Coordinator, Customer Support Agent, Customer Success Coordinator, Service Renewal Representative may also be considered for this role.