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For Companies At a Glance
- Tasks: Support customers with financial difficulties and provide excellent service for positive outcomes.
- Company: Acorn Insurance, a national leader in the insurance industry with strong Liverpool roots.
- Benefits: 35 days holiday, mental health support, flexible working, and career growth opportunities.
- Why this job: Make a real difference by helping customers while developing your skills in a supportive environment.
- Qualifications: Experience in customer service and problem-solving skills preferred but not essential.
- Other info: Join a dynamic team committed to inclusivity and personal development.
The predicted salary is between 22800 - 28459 £ per year.
Overview
Looking for a new challenge? Do you have a passion for delivering exceptional service and good outcomes for customers? Are you compassionate, empathetic and an outstanding communicator? We are looking for the very best people with the skills and experience required to help us meet our goals. Do you have a hunger for taking your career to the next level? If so, we have several roles available and one of those could be yours!
Role
Customer Care Specialist
Location and Hours
Location: Liverpool City Centre on a Hybrid working basis
Working Hours: Monday to Friday 9:00am to 5:30pm, 37.5 hours a week
Salary
Salary: Up to £28,459 plus the potential to earn a performance based bonus
What you will be doing
- Supporting customers experiencing financial difficulties and/or vulnerability providing good customer outcomes meeting both customer and business needs
- Providing great customer service (using models including TEXAS and IDEA) with the aim of a one call resolution
- Assisting customers/businesses with debts owed – ensuring these are recovered meeting both the customer and business needs.
- Responding to queries from clients and agents received by phone, email or letter in a courteous and helpful manner and ensuring that all information required is obtained and communicated.
- Investigating cases where necessary and root cause analysis to improve processes going forward.
- Collaboration with other departments for successful business and customer outcomes
- Effectively communicating with third parties regarding mutual clients, maintaining the professional relationship
- Maintaining accurate records of any correspondence received from the client regarding payment or payment plans.
- Other duties where applicable
What We’re Looking For
- Credit Control department experience within the Insurance Industry (preferred but not essential)
- Experience supporting vulnerable customers and customers experiencing financial difficulties via telephone.
- Taking ownership – ensuring all tasks/duties are completed in full.
- Good organisational skills and ability to prioritise own workload effectively.
- Pro-active thinker, able to solve problems independently as they arise.
- Ability to investigate cases and implement corrective actions as required.
- Computer literate with strong Microsoft Excel skills
- Ability to communicate well at all levels both verbally and in writing.
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 colleagues
These aren’t just words — they’re the principles we live by. And we’re proud 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 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
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.
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Credit Control Specialist Agent employer: Acorn Group
Contact Detail:
Acorn Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Credit Control Specialist Agent
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on Acorn Insurance. Check out their values and see how you can align your experiences with what they stand for. This will show them you're genuinely interested and a great fit!
✨Tip Number 2
Practice your customer service skills! Since the role involves supporting customers, think of examples from your past where you've helped someone in a tough spot. Be ready to share these stories during your interview to demonstrate your problem-solving abilities.
✨Tip Number 3
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences at Acorn and any tips they might have for your application. This insider info can give you a leg up in the interview process.
✨Tip Number 4
Apply through our website! We want to see your application come through directly. It shows initiative and gives you a better chance of standing out. Plus, you’ll get access to exclusive features that can help you ace the process!
We think you need these skills to ace Credit Control Specialist Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Credit Control Specialist role. Highlight any relevant experience, especially in customer care and financial support. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about helping customers and how you can contribute to our team. Keep it friendly and professional, just like we do at StudySmarter.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled challenges in previous roles. We love proactive thinkers who can solve problems independently, so let us know how you've done this before!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you're keen on joining our awesome team!
How to prepare for a job interview at Acorn Group
✨Know Your Customer Care Models
Familiarise yourself with customer care models like TEXAS and IDEA. Be ready to discuss how you would apply these models in real-life scenarios, especially when dealing with vulnerable customers or those facing financial difficulties.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've taken ownership of tasks and solved problems independently in previous roles. Highlight any experiences where you had to investigate cases and implement corrective actions, as this will resonate well with the interviewers.
✨Demonstrate Strong Communication
Practice articulating your thoughts clearly and courteously, both verbally and in writing. Since the role involves communicating with clients and third parties, being able to convey information effectively is crucial.
✨Research Acorn Insurance
Get to know Acorn Insurance's values and recent achievements. Understanding their commitment to customer service and employee growth will help you align your answers with what they’re looking for, making you a more appealing candidate.
