Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Support customers with financial difficulties and deliver exceptional service.
- Company: Acorn Insurance, a growing company with strong Liverpool roots.
- Benefits: Up to 35 days holiday, mental health support, and career development opportunities.
- Other info: Hybrid working options and a supportive team culture.
- Why this job: Make a real difference in customers' lives while advancing your career.
- Qualifications: Experience in customer service and problem-solving skills preferred.
The predicted salary is between 28459 - 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 details
- 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: 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
About Acorn Insurance and Our Values
Grow with Acorn — At Acorn Insurance, we’re proud of our Liverpool roots and our growth as part of the Acorn Group. We employ over 1,700 people across the UK and wrote £750 million in total insurance policies in 2024. We emphasise values that guide how we work with customers and colleagues.
- We strive to put customers and each other first
- We challenge the status quo
- We support colleagues to help each other succeed
- We decide quickly when appropriate and use good judgement
Benefits
- A maximum of 35 days’ holiday (including bank holidays) with buy/sell options
- 24/7 mental health support and free counselling
- Career development opportunities and learning on the go
- Flexible benefits including early access to salary
- Hybrid working options
- Recognition awards and social events
Visa and application notes
We may require relevant employment checks before starting. Visa sponsorship is not available. If adjustments are needed during recruitment or employment, please let us know so we can support you.
Customer Care Specialist in Liverpool employer: Acorn Group
Contact Detail:
Acorn Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Specialist in Liverpool
✨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 they align with yours. This will help you connect better during the conversation.
✨Tip Number 2
Practice your communication skills! As a Customer Care Specialist, you'll need to be an outstanding communicator. Try role-playing common customer scenarios with a friend to boost your confidence and refine your approach.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you took ownership and resolved issues for customers. Be ready to share these stories during your interview to demonstrate your proactive thinking.
✨Tip Number 4
Apply through our website! We want to make sure your application gets the attention it deserves. Plus, it’s a great way to show your enthusiasm for joining our team at Acorn Insurance!
We think you need these skills to ace Customer Care Specialist in Liverpool
Some tips for your application 🫡
Show Your Passion for Customer Care: When writing your application, let your passion for delivering exceptional service shine through. We want to see how you can make a difference for our customers, so share any relevant experiences that highlight your compassion and empathy.
Tailor Your Application: Make sure to customise your application to reflect the specific skills and experiences mentioned in the job description. We love seeing candidates who take the time to align their background with what we’re looking for, especially in areas like supporting vulnerable customers.
Be Clear and Concise: Keep your writing clear and to the point. We appreciate well-structured applications that are easy to read. Use bullet points if necessary to highlight your key achievements and skills, making it easier for us to see why you’d be a great fit.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Acorn Insurance!
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. This shows that you understand the importance of effective communication and problem-solving.
✨Showcase Your Empathy
Prepare examples that highlight your compassion and empathy in previous roles. Think about times when you helped customers through difficult situations. This will demonstrate your ability to connect with clients on a personal level, which is crucial for a Customer Care Specialist.
✨Demonstrate Problem-Solving Skills
Be ready to discuss specific instances where you took ownership of a problem and found a solution. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help interviewers see your proactive thinking and ability to handle challenges independently.
✨Research Acorn Insurance
Take some time to learn about Acorn Insurance’s values and recent developments. Understanding their commitment to customer service and employee support will allow you to tailor your responses and show that you’re genuinely interested in being part of their team.