Household Customer Service Representative

Acorn Insurance Ltd; West Kirby; Hybrid; GBP 27,000 - 29,000; Full time

Benefits offered by this job

Hybrid work model

Performance bonus up to £2,000

Job summary

Acorn Insurance Ltd. is seeking a Household Customer Service Representative in Liverpool on a hybrid basis. You will handle inbound insurance queries, provide excellent service, and advise on policy options while maintaining high standards and accurate records.

The role requires strong communication, empathy, and problem-solving skills, with a shift pattern and in-office days to support team collaboration and service levels.

Qualifications

• Excellent verbal and written communication skills.
• Great listening skills.
• High level of accuracy and attention to detail.
• Good problem solving.
• 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 with a confident and pleasant telephone manner.

Responsibilities

• Respond to enquiries from customers and colleagues across all channels.
• Provide high quality customer service and ensure a positive experience.
• Act as a brand ambassador with courteous and helpful communications.
• Provide information on insurance needs, policy cover and quotes.
• Build rapport with customers and resolve queries quickly.
• Maintain accurate records of customers' risk awareness and circumstances.
• Assist with coverage options and policy terms to meet customer needs.
• Adhere to service level agreements and escalate issues when needed.

Job description

Job Title: Household Customer Service Representative

Location: Liverpool / Hybrid

Salary: 26,938 - 28,609 per annum plus up to 2,000 performance-related bonus

Job Type: Permanent, Full Time

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: 08:30am - 17:00pm
• Mid Shift: 9:00am - 17:30pm
• Late Shift: 10:00am - 18:30pm

About the role

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 will be doing:

• Respond to all enquiries from customer and colleagues through all lines of communication.
• Provide high quality Customer Service and give the Customer a Positive helpful experience.
• As a brand ambassador always conduct yourself and communications in a courteous and helpful manner and ensure that all information required by either the customer or the colleague is obtained and communicated correctly and efficiently.
• Give suitable information to customers and assist with any queries relating to their insurance needs and policy cover.
• Build Report and trust with the Customer, resolving queries in a fast and efficient manner.
• Have multiple conversations with different Customers on webchat without compromising the quality of chats.
• Maintain an accurate record of the assessment of the customers awareness of risk and insurance as well as their circumstances and objectives.
• Using the system(s) you are provided, determine which insurer or scheme will provide the most competitive and suitable product for the query, and ensure that the best premium and policy cover and terms are obtained for the customer.
• Ensure that you look to resolve any customer dissatisfaction at first point of contact.
• Discuss any additional covers available to the customer to ensure that all their insurance requirements are satisfied.
• Demonstrate flexibility, empathy, consideration and respect when dealing with customers, team members and external organisations.
• Ensure that you are always working to agreed service levels.
• Be empathetic to Customer problems and find suitable solutions.
• Liaise with the relevant company departments or external insurance organisations to ensure that customers' needs, and requirements are always met by the company.
• Assist your Management Team with the day to day running of the department and any requests they may have.
• Complete all Key Learning and any additional training as requested by the Business.
• To bring to the attention of management any training or procedural issues needing to be addressed on either a personal or Company level, including suggestions for improvements on existing processes and procedures.
• Assist other team members as and when required.
• To report any act of a criminal, dangerous or deliberately negligent nature by another member of staff to your supervisor at the earliest opportunity.
• To behave in a responsible manner in the office always.
• Resolve Customer Complaints in a professional manner whilst demonstrating treating the customer fairly.
• Ensuring all details on NB applications are honest and accurate
• Performing checks on applicants' details to confirm accuracy
• Updating details and advising customers to any change in the price of their premium
• Assisting clients in providing vital information
• Promoting bespoke packages relating to the client's needs
• Assisting and learning underwriting

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.

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.

A Few Things to Know Before You Apply:

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.

Candidates with experience or relevant job titles of; Customer Service Executive, Client Support Advisor, Outbound Sales, Customer Service, Inbound Sales, Sales Agent, Sales Account Manager, Customer Service Assistant may also be considered.