Customer Service Advisor in Halesowen

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 – 17:30pm

About the Role:

As a Customer Service Advisor, you will provide a professional first point of contact for customers, colleagues and external business partners in order to ensure the delivery of an exceptional customer experience.

What you will be doing:

• Serve our customers regardless of the channel they use, e.g. web, telephone, email, etc.
• Use My Policy systems to enter customer data to a high standard of accuracy.
• Validate and process new customer accounts assisting customers with any account related enquiries.
• Maintain a strong and up to date working knowledge of all processes relating to relevant products and services.
• Work collaboratively with your peer group and other colleagues sharing best practice.
• Seek opportunities to add value to the customer and build customer loyalty through the promotion of My Policy products and services.
• Provide administrative support to ensure activities related to customer’s accounts are carried out in a timely manner and records are maintained.
• Establish and communicate high standards of customer service in line with the company’s values and culture.
• Identify and escalate to your line manager any key customer impacting issues to achieve greater business wide success.
• Maintain effective working practices in a team environment, ensuring that compliance and service delivery standards are in line with quality and compliance framework and regulatory requirements.
• Contribute to an open and honest culture within teams through collaborative and supportive working.
• Support a culture of continuous improvement for Customer experience, and operating systems.
• Liaise with relevant stakeholders across the business to instigate and influence positive change.

What we’re looking for:

• Effective decision maker in a fast-paced environment
• Individuals who have a passion and commitment to providing quality Customer Service
• Team Player
• Able to prioritise workloads to meet challenging deadlines and ability to multi-task and self-organise.
• Pro-active and well organised
• Adaptable
• Computer literate and proficient in MS Office suite
• Accuracy and attention to detail
• A desire to develop own skill sets

About Acorn Insurance and MyPolicy:

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 judgement

Benefits include:

• 35 days’ holiday (including bank holidays) with additional buy/sell options
• 24/7 mental health support & free counselling available
• Flexible benefits, including early access to salary via our internal platform
• Hybrid working options to support work-life balance and individual needs

Our 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 progression

If 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.

A Few Things to Know Before You Apply:

We’re really excited that you’re considering joining Acorn! To help everything go smoothly, here are a couple of things to keep in mind:

• If your application is successful, we will commence relevant employment checks prior to you commencing employment with us. These will include a standard criminal record check and an insolvency register check.
• Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post-Study Work visa. At the moment, we’re not able to offer visa sponsorship.

We’re Here to Support You:

We’re committed to creating an inclusive, supportive workplace where everyone can flourish. If you need any adjustments during the recruitment process—or once you’re part of the team—just let us know. Whether it’s flexible hours, adapted equipment, or a bit of extra support, we’ll work with you to make sure you can do your best work.