At a Glance
- Tasks: Support customers in financial difficulties and deliver exceptional service.
- Company: Acorn Insurance, a national leader with over 40 years of expertise.
- Benefits: Competitive salary, hybrid working, and opportunities for career growth.
- Other info: Join a dynamic team in a thriving company with exciting growth opportunities.
- Why this job: Make a real difference in customers' lives while developing your skills.
- Qualifications: Experience in customer service and strong communication skills.
The predicted salary is between 28459 - 28459 £ per year.
Location: Liverpool City Centre on a hybrid working basis
Salary: £28,459 per annum
Job Type: Permanent, Full Time
Working Hours: Monday to Friday 9:00am to 5:30pm, 37.5 hours a week
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?
What You'll 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
- Experience with ICE, TCAS and Bexhill (preferred)
- Ability to communicate well at all levels both verbally and in writing.
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.
Please click on the apply button to read the full job description.
Customer Care Specialist Agent / Credit Control Agent in Edge Hill employer: Acorn Insurance
At Acorn, we pride ourselves on being an exceptional employer, offering a vibrant work culture in the heart of Liverpool that prioritises employee well-being and growth. With generous benefits such as up to 35 days' holiday, flexible working options, and comprehensive mental health support, we empower our team to thrive both personally and professionally. Join us to make a meaningful impact in the insurance industry while enjoying a supportive environment that champions career progression and inclusivity.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Specialist Agent / Credit Control Agent in Edge Hill
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Acorn Insurance. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Acorn Insurance before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Specialist Agent / Credit Control Agent in Edge Hill
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Acorn Insurance:Your cover letter is your chance to shine! Tell us why you want to work at Acorn Insurance specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Acorn Insurance!
How to prepare for a job interview at Acorn Insurance
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
