At a Glance
- Tasks: Support customers in financial difficulty and provide excellent service for positive outcomes.
- Company: Acorn Insurance, a leader in specialist insurance with a focus on employee well-being.
- Benefits: 35 days holiday, hybrid working, early salary access, and 24/7 mental health support.
- Other info: Join a supportive team with a commitment to work-life balance and career growth.
- Why this job: Make a real difference in people's lives while developing your customer care skills.
- Qualifications: Experience in credit control and strong communication skills are preferred.
The predicted salary is between 28459 - 28459 € per year.
Location: Liverpool City Centre - Hybrid working basis
Working Hours: Monday to Friday 9:00am to 5:30pm, 37.5 hours a week
Salary: Up to £28,459 plus performance-based bonus potential
Key Responsibilities:
- Supporting customers experiencing financial difficulties and/or vulnerability to achieve good outcomes
- Providing great customer service using models such as TEXAS and IDEA aiming for one‑call resolution
- Assisting customers and businesses with debt recovery while balancing customer and business needs
- Responding to inquiries by phone, email or letter courteously and ensuring all required information is obtained and communicated
- Investigating cases and conducting root‑cause analysis to improve processes
- Collaborating with other departments for successful business and customer outcomes
- Communicating with third parties regarding mutual clients while maintaining professional relationships
- Maintaining accurate records of correspondence about payments or payment plans
- Completing other duties as applicable
Qualifications & Experience:
- Credit control experience in the insurance industry (preferred)
- Experience supporting vulnerable customers and those in financial difficulty via telephone
- Ownership of tasks and duties, ensuring completion
- Good organisational and prioritisation skills
- Pro‑active, independent problem‑solving
- Ability to investigate cases and implement corrective actions
- Computer literacy and strong Microsoft Excel skills
- Excellent communication skills, verbally and in writing, at all levels
Benefits:
- 35 days holiday (including bank holidays) with buy/sell options, and additional days depending on role and tenure
- Flexibility benefits including early salary access via internal platform
- Hybrid working options to support work‑life balance
- 24/7 mental health support and free counselling
- Recognised employee‑centred commitments such as Disability Confident, Menopause Friendly, Armed Forces Covenant, and Great Places to Work 2024/25
Acorn Insurance is part of the Acorn Group, a national leader in specialist insurance.
Customer Care Specialist in Liverpool employer: The Granite Group
Acorn Insurance is an exceptional employer located in the vibrant Liverpool City Centre, offering a hybrid working model that promotes work-life balance. With a strong commitment to employee well-being, including 35 days of holiday and 24/7 mental health support, Acorn fosters a supportive and inclusive work culture that prioritises personal growth and development. Join us to make a meaningful impact while enjoying a rewarding career in a company recognised for its employee-centred initiatives.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Specialist in Liverpool
✨Tip Number 1
Get to know the company! Research Acorn Insurance and understand their values, especially around customer care and support for vulnerable customers. This will help you tailor your conversations during interviews and show that you're genuinely interested.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers over the phone and via email, it’s crucial to sound confident and clear. Try role-playing with a friend or family member to get comfortable with common scenarios you might face.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you successfully resolved issues for customers, especially those in financial difficulty. Be ready to share these stories during your interview to demonstrate your capability.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us. Good luck!
We think you need these skills to ace Customer Care Specialist in Liverpool
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Care Specialist role. Highlight your experience in credit control and supporting vulnerable customers, as these are key aspects of the job.
Show Off Your Communication Skills:Since excellent communication is crucial for this role, use clear and concise language in your application. Don’t forget to showcase any relevant experience you have in handling customer inquiries, whether by phone, email, or letter.
Demonstrate Problem-Solving Abilities:We love proactive problem solvers! Include examples in your application where you've successfully investigated issues or implemented corrective actions. This will show us that you can handle the challenges of the role.
Apply Through Our Website:For the best chance of success, make sure to apply through our website. It’s the easiest way for us to receive your application and keep track of it during the hiring process!
How to prepare for a job interview at The Granite Group
✨Know Your Customer Care Models
Familiarise yourself with customer care models like TEXAS and IDEA. Be ready to discuss how you would apply these models in real-life scenarios, especially when dealing with vulnerable customers or financial difficulties.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled challenging situations in previous roles. Highlight your proactive approach to problem-solving and how you’ve implemented corrective actions to improve processes.
✨Demonstrate Strong Communication
Practice articulating your thoughts clearly and concisely. Since the role involves communicating with customers and third parties, showcase your excellent verbal and written communication skills during the interview.
✨Highlight Your Organisational Skills
Be ready to discuss how you prioritise tasks and manage your time effectively. Share specific examples of how you've maintained accurate records and ensured completion of duties in a fast-paced environment.
