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For Companies At a Glance
- Tasks: Support customers facing financial difficulties and provide exceptional service.
- Company: Join Acorn Insurance, a leading provider with over 40 years of experience.
- Benefits: Enjoy enhanced annual leave, wellbeing services, and flexible benefits.
- Why this job: Make a real difference in people's lives while building your career.
- Qualifications: Experience in credit control or customer support is a plus.
- Other info: Inclusive workplace with excellent growth opportunities and a supportive culture.
The predicted salary is between 30000 - 42000 £ 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
Role: Customer Care Specialist
Department: Customer Collections
Location: Liverpool, Hybrid
Working Hours: Monday to Friday 9:00am to 5:30pm, 37.5 hours a week
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
With over 40 years of experience, Acorn Insurance is a specialist provider dedicated to helping individuals secure motor insurance across the UK. We proudly serve more than 50,000 customers, ensuring they find policies that meet their needs and provide the peace of mind that comes with high-quality cover.
At Acorn Insurance, we offer comprehensive training and continuous in-house coaching. You\\\’ll receive in-depth, FCA-regulated industry knowledge and all the tools necessary to grow your career with us.
We celebrate diversity and are committed to fostering a culture where everyone feels respected and valued. As a Disability Confident Level 1 and Level 2 employer, we ensure our workplace is accessible and inclusive, encouraging our people to bring their best selves to work every day.
The Acorn Group has been recognised as a Great Place to Work for 2024/5. A record number of employees participated in our survey, overwhelmingly highlighting our welcoming and supportive atmosphere as an excellent place to build a career. We are committed to continuous improvement and have ambitious plans for 2025.
Why Acorn Insurance?
Acorn Insurance want to give you more than a job, we want to give you a purpose and a career. So, what can we offer you as an employer? Some of the \”your tomorrow\” benefits you will receive include:
- Enhanced Annual Leave entitlement starting at 31 days and potentially increasing to 35 days per year depending on grade & length of service (including bank holidays)
- Enhanced paternity pay and 16 weeks full maternity pay.
- Colleague Assistance programme offers a suite of wellbeing services such as:
- 6 Free Counselling sessions per year
- Unlimited access to a telephone counsellor 24/7
- Access to a free 4-week programme of cognitive behavioural therapy (CBT) with a trained therapist mentor.
- Network of internal qualified mental health first aiders are available to provide support to colleagues.
- A core level of life assurance with the option to increase cover via salary sacrifice and add your spouse/partner
- Ability to access your earnings before payday via Dayforce Wallet.
- Company pension scheme
- Refer a friend scheme with a £250 bonus for every colleague recommended on passing their probation period.
- Access to a flexible benefits platform including an annual flex pot allowance to spend on over 15 benefits of your choice.
- Ability to give back. You can opt into donating money to charity to climate positive organisations directly from your salary.
Reward, Recognition and Culture
- Long Service Award paid on 5,10- and 15-years’ service
- A reward and recognition hub to celebrate and reward colleagues and peers.
- Consistent and engaging company events including company awards, competitions and charity fundraisers.
- Budgets for department leaders to use for social and engagement events. Please visit out website to view more of our excellent work benefits!
All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.
Unfortunately, due to the length of training and complexity of the role, we can only accept applications from candidates who have at least one year remaining on their (Graduate/ Post study work) visa. Unfortunately, we are unable to provide visa sponsorships.
At Acorn, we are committed to creating an inclusive and supportive work environment. We recognise that candidates may have specific needs and are happy to consider reasonable adjustments to the recruitment process and working environment to accommodate individual requirements. Whether it’s modifying equipment, adjusting working hours, or providing additional support, we aim to ensure all employees can perform at their best. If you require any reasonable adjustments, please let us know during the application or interview process, and we will work with you to ensure your needs are met.
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Credit Control Specialist Agent employer: The Acorn Group
Contact Detail:
The 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 before your interview! Research Acorn Insurance, their values, and what they stand for. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since the role involves supporting customers, being able to articulate your thoughts clearly is key. Try role-playing common scenarios with a friend or family member to build your confidence.
✨Tip Number 3
Showcase your problem-solving abilities! Think of examples from your past experiences where you’ve successfully resolved issues, especially in customer service. This will demonstrate your proactive thinking and ownership of tasks.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining Acorn Insurance and ready to take your career to the next level.
We think you need these skills to ace Credit Control Specialist Agent
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Credit Control Specialist Agent role. Highlight your experience in customer service and any relevant skills that match what we're looking for, like supporting vulnerable customers or problem-solving.
Showcase Your Communication Skills: Since communication is key in this role, use clear and concise language in your application. We want to see how well you can express yourself, so don’t hold back on demonstrating your outstanding communication abilities!
Be Genuine and Passionate: Let your passion for helping customers shine through in your application. We love candidates who are compassionate and empathetic, so share any experiences that showcase these qualities and your desire to make a positive impact.
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, you’ll find all the details about the role and our fantastic benefits there!
How to prepare for a job interview at The Acorn Group
✨Know Your Stuff
Before the interview, make sure you understand the role of a Credit Control Specialist Agent. Familiarise yourself with customer service models like TEXAS and IDEA, as well as the challenges faced by customers in financial difficulties. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Show Empathy
Since the role involves supporting vulnerable customers, practice how you would communicate compassionately and effectively. Think of examples from your past experiences where you've helped someone in a tough situation. This will highlight your ability to connect with customers and provide the exceptional service they need.
✨Prepare for Scenario Questions
Expect to be asked about how you would handle specific situations, especially those involving financial difficulties. Prepare some scenarios in advance, focusing on problem-solving and your approach to ensuring good outcomes for both the customer and the business. This will showcase your proactive thinking and ownership of tasks.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or how success is measured in the role. This shows your enthusiasm for the position and helps you gauge if the company culture aligns with your values.
