Customer Service Representative

Location: Formby

Salary: £25,877 - £27,515 plus up to £2,000 performance-related bonus

Working Hours: 37.5 hours per week, Monday to Friday 09:00am – 17:30pm, 1 in 3 Saturdays 09:00am – 12:30pm

An Exciting Opportunity to Kickstart Your Career in Insurance!

Are you ready to join an amazing team where every day brings a new challenge and opportunity to grow? This is more than just a job – it’s your chance to build a career, develop your skills, and be part of a high-energy, supportive environment that celebrates success. We’re looking for a Customer Service Representative to join our thriving inbound contact centre, specialising in insurance – and we want you to be part of our journey!

What You’ll Be Doing:

• Crushing Your Goals & KPIs: Every day, you’ll have the chance to hit exciting targets and make a real impact on our team’s success. As you grow and improve, so will your salary!
• Achieving Quality Excellence: Delivering fantastic service will be your superpower. You’ll shine in call audits and always strive to meet our high-quality standards.
• Turning Complaints into Opportunities: Every complaint is an opportunity to WOW a customer. You’ll turn difficult situations around with your patience, empathy, and problem‑solving skills.
• Handling Policy Queries & Changes: You’ll be the go‑to expert for customers seeking clarity or needing to make changes to their insurance policies.
• Providing VIP Service to Every Customer: Whether helping a regular customer or someone facing a tough time, you’ll go above and beyond to make their experience amazing.
• Being a Brand Ambassador: You’ll proudly represent our brand and values, creating an exceptional experience for everyone you interact with.

What We’re Looking For:

• Motivation & Drive: You’re passionate about providing exceptional service, tackling challenges head‑on, and continuously improving.
• Strong Communication Skills: You’ll be on the phone and webchat – and you’re great at explaining things clearly and making customers feel heard and valued.
• Empathy & Patience: You can handle tricky situations with grace and always put customers first, especially those who might need a little extra care.
• Goal‑Orientated: You love a challenge and take pride in hitting your targets and achieving your personal best.
• Attention to Detail: Accuracy matters – and you’ve got an eye for it when it comes to managing insurance policies.

Why This Opportunity is So Exciting:

• Career Growth with Pay Increases: Start with us and watch your career take off! With full training provided, you’ll gain valuable skills and experience that will set you up for long‑term success. Plus, as your experience grows, so does your pay!
• Join an Amazing Team: You won’t just be another employee – you’ll be part of a team that’s supportive, friendly, and always pushing each other to be better.
• Endless Development Opportunities: We believe in continuous growth. As you master new skills and build your expertise, there’s always a chance to level up.
• A Fun and Dynamic Environment: This isn’t your average job. With a positive, high‑energy vibe, we make work enjoyable while achieving great things together.

Why You Should Apply:

This is not just a job; it’s an exciting opportunity to make an impact, develop professionally, and be part of something big. If you’re eager to grow, love helping others, and want to be part of a team that values you, this is the place for you. Don’t miss out on the chance to kickstart your career in the insurance industry with a company that’s all about growth, rewards, and success!

Ready to Take the Leap?

If you’re ready to make a real difference, hit new heights, and grow your career with us, we want to hear from you! Apply today and let’s make great things happen together.

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.

Benefits

• 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 councillor 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 in 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.

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.