Renewals & Customer Service Representative

Acorn Insurance Ltd; Sefton; On-site; GBP 27,000 - 29,000; Full time

Benefits offered by this job

35 days holiday

Mental health support

Career development

Flexible benefits

Hybrid working

Recognition awards

Job summary

Acorn Insurance Ltd. is hiring a Renewals & Customer Service Representative in Formby. This full-time, permanent role focuses on inbound sales, customer care, and renewal processing within a supportive, FCA-regulated environment.

You will handle renewal invites, check data accuracy, and update records while delivering excellent service and meeting targets. Full training is provided to cover insurance specifics.

Qualifications

• Excellent IT and data entry skills.
• Good numeracy and literacy.
• Ability to communicate well.
• Great attention to detail.
• Excellent administration skills.
• Previous sales or customer service experience.
• Insurance experience preferable but training provided.
• Excellent customer service skills with a confident phone manner.

Responsibilities

• Reviewing an allocated renewal invite list.
• Invite policies compliantly.
• Check policy data accuracy.
• Ensure client records are updated appropriately.
• Review a fair analysis of the market.
• Handling inbound & outbound calls.
• Renew policies motor policies compliantly.
• Auto renew motor policies compliantly.
• Sell added value products compliantly.
• Respond to customer renewal queries.

Skills

IT skills

Data entry

Numeracy

Communication

Attention to detail

Administration

Sales experience

Customer service experience

Tools

Microsoft Excel

Microsoft Word

Outlook

Job description

Job Title: Renewals & Customer Service Representative

Location: Formby

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

Job Type: Full Time, Permanent

The Renewals Agent role is a fast-paced, customer focused sales position, working in a friendly, target-driven inbound sales environment where teamwork and positivity are part of the company culture.

The Taxi Renewals Agent position will demand the very best of your sales and customer services skills as you deal with new and existing customers

Through full training and continuous coaching inhouse you will be given full in-depth FCA regulated industry knowledge and have all the tools necessary to help you personally grow your career with the business and service our customers with all complex queries.

What you will be doing:

• Reviewing an allocated renewal invite list.
• Invite policies compliantly.
• Check policy data accuracy.
• Ensure client records are updated appropriately.
• Review a fair analysis of the market.
• Handling Inbound & Outbound Calls.
• Renew Policies motor policies compliantly.
• Auto Renew motor policies compliantly.
• Sell Added Value Products Compliantly.
• Respond to Customer Renewal Queries.

What we're looking for:

• Excellent IT and data entry skills.
• Good standard of numeracy and literacy.
• Ability to communicate well.
• Great attention to detail.
• Excellent administration skills.
• Previous sales or customer service experience.
• Insurance experience is preferable but not essential as full training will be provided.
• Excellent customer service skills, incorporating a confident and pleasant phone manner.
• Good organisational skills and ability to prioritise own workload effectively.
• Target driven.
• Proficient computer skills including Microsoft Excel, word and Outlook.
• Highly self-motivated.
• Pro‑active thinker, able to solve problems independently as they arise.
• Ability to communicate well at all levels both verbally and in writing.
• Polite and professional.
• Work to targets/KPI.
• Team Player.

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:

• 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:

• 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

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.

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; Insurance Renewals Specialist, Insurance Renewals Representative, Customer Success & Renewals Specialist, Client Services Specialist, Customer Success Specialist may also be considered for this role.