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- Tasks: Support customers in financial difficulties and provide excellent service for positive outcomes.
- Company: Acorn Insurance, a growing 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: Join a people-first company that values your growth and well-being.
- Qualifications: Experience in customer service and strong communication skills are preferred.
- Other info: Dynamic work environment with recognition awards and social events.
Role: Customer Care Specialist
All potential applicants are encouraged to scroll through and read the complete job description before applying.
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 applicableWhat 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 judgementBenefits:
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 & moreOur 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 progressionIf you\’re looking for a company with a strong culture, real career progression, and a people-first approach – all rooted in the heart of Liverpool – Grow with Acorn.
Please click the \’APPLY\’ button to submit your CV for this role.
Candidates with experience or relevant job titles of; Customer Services Administrator, Customer Service Representative, Customer Support, Client Service, Sales Support, Customer Service Consultant, Customer Service Administrator, Business Support, Office Administrator and Administrative will all be considered
Customer Care Specialist employer: Acorn Insurance Ltd
Contact Detail:
Acorn Insurance Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Specialist
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see how they interact with customers and what values they promote. This will help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers, it's crucial to demonstrate your ability to communicate clearly and effectively. Try role-playing common customer scenarios with a friend or family member to build your confidence.
✨Tip Number 3
Be ready to showcase your problem-solving skills. Think of examples from your past experiences where you've successfully resolved issues for customers. This will highlight your proactive thinking and ownership, which are key traits for a Customer Care Specialist.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Customer Care Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Care Specialist role. Highlight any relevant experience in credit control or supporting vulnerable customers, as this will catch our eye!
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 your proactive thinking can contribute to our team. Keep it friendly and professional!
Showcase Your Communication Skills: Since effective communication is key for this role, make sure your written application is clear and concise. Use proper grammar and structure to demonstrate your ability to communicate well at all levels.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Acorn Insurance Ltd
✨Know Your Customer Care Models
Familiarise yourself with the TEXAS and IDEA models mentioned in the job description. Be ready to discuss how you would apply these frameworks in real-life scenarios to achieve one-call resolutions for customers.
✨Show Empathy and Understanding
Since you'll be supporting vulnerable customers, it's crucial to demonstrate your ability to empathise. Prepare examples from your past experiences where you've successfully assisted customers in financial difficulties, highlighting your communication skills and problem-solving abilities.
✨Highlight Your Organisational Skills
The role requires good organisational skills and the ability to prioritise tasks. Think of specific instances where you've managed multiple responsibilities effectively. Be ready to explain how you keep track of customer interactions and ensure follow-ups are timely.
✨Prepare for Collaboration Questions
Collaboration with other departments is key for this role. Prepare to discuss how you've worked with different teams in the past to achieve successful outcomes. Think about challenges you faced and how you overcame them through teamwork.