Role: Customer Service Representative

Location: Liverpool, Hybrid

Salary: £24,255 - £27,876 OTE Including £2000 KPI related bonus per annum

Job Type: Full Time, Permanent

Working hours: Monday to Friday, 37.5 hours a week between 8:00am and 19:30pm on a three-week rolling rota. 1 in 3 Saturdays 09:00 - 17:30.

Through full training and continuous coaching inhouse you will be given full in-depth FCA regulated industry knowledge and have all the tools necessary to help you personally grow your career with the business and service our customers with all complex queries.

What you will be doing:

Responding to Customer Queries about their insurance policies via phone, email and webchat.
Have multiple conversations with different customers on webchat without compromising the quality of the chats.
Making changes to customers insurance policies.
Provide accurate information to customers about their insurance policy.
Dealing with customer queries over direct debit payments.
Identifying and assessing customer needs to achieve satisfaction and a one call resolution.
Ensure all customer records are updated accurately.
Contact customers by phone and email for outstanding documentation.
Ensure that all FCA compliance procedures are adhered to at all times.
Investigate and resolve customer complaints.

What we're looking for:

A Positive "can do" attitude.
Excellent verbal and written communication skills.
Great listening skills.
High level of accuracy and attention to detail.
Good problem solver.
Ability to work in a fast-paced environment.
Ability to multi-task and manage time effectively.
Be able to demonstrate patience and empathy.
Excellent customer service skills, incorporating a confident and pleasant telephone manner.
Previous Customer Service Experience.

About Acorn Insurance

We are a growing business with great opportunities to build your knowledge of the financial services industry. As a specialist insurance provider, we have 40 years of experience helping people secure motor insurance across all of the UK. We help more than 50,000 customers to find a policy that meets their needs and gives them the peace of mind that comes with high-quality insurance.

At Acorn Insurance we provide full training and continuous coaching inhouse you will be given full in-depth FCA regulated industry knowledge and have all the tools necessary to help you personally grow your career with the business.

We celebrate difference and it's important to us that we have a culture where our people feel respected and valued for who they are. We pride ourselves on being accessible and encourage inclusive environments where our people can always give and show the very best of themselves.

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)
Additional Buy & Sell Holidays
Company Sick Pay Scheme
Company Paid Maternity & Paternity Leave
Generous Company Pension Scheme
A comprehensive Mental Health support system via the health assured Employee Assistance Programme (EAP)
A wide network of mental health first aiders.
Our very own reward and discount platform "Your tomorrow"
Fresh fruit Deliveries twice a week
£250 Refer a friend bonus
Cycle to work scheme
Free eye test vouchers and a contribution towards the frames
Regular Employment Engagement including ongoing competitions with fantastic prizes
Charity fundraising events

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.

Candidates with experience or relevant job titles of; Customer Services Administrator, Customer Service Representative, Customer Support, Client Service, Sales Support, Customer Service Consultant, Customer Service Administrator, Business Support, Office Administrator and Administrative will all be considered.

Acorn Insurance

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Customer Service Representative