Customer Service Representative

Role: Customer Service Representative
Location: Liverpool
Working hours: 37.5 hours per week, 7.5 hours per day. Monday to Friday rotating shifts between 8:00am to 6:00pm, with occasional weekend and bank holiday working.
Salary: A starting salary of £24,255, plus an up to £1,500 additional performance related bonus per annum, once established within your role.
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 over 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.
What you will be doing:
Excel against customer service level expectations and take ownership of all inbound communication
Ensure effective communication to Policyholder of all claim decisions and progression, reducing the number of inbound calls
Work closely with the inhouse engineers and desktop investigators to ensure effective validation and fair settlement of policyholder’s accidental damage claims
Accurate payment to all the stakeholders on the claim
Ensure thorough chronological record keeping of all activity within file claim notes
Maintain effective diary management to reduce settlement time
Identification of fraud indicators
Be proficient in the use and application of Visualfiles and other intelligence systems
Endorse and drive the company values and behaviours
What we’re looking for:
Ability to work in a culture of openness, trust, and respect
Strong organisation skills with the ability to prioritise tasks
Ability to fact find and analyse information to result in accurate decision making
Attention to detail
Strong customer service skills
Motivated self-starter
Confident and persuasive communicator
PC literate with excellent administration and processing skills
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 (inclusive of bank holidays) which potentially increases to 35 days per year depending on grade & length of service
Additional Buy & Sell Holidays
Company Sick Pay Scheme
Company Paid Maternity & Paternity Leave
Generous Company Pension Scheme
Online High Street vouchers and discounts
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
Free self-development & qualifications via Magpie Learning
A comprehensive Mental Health support a wide network of mental health first aiders and free counselling sessions
Regular Employment Engagement including ongoing competitions with fantastic prizes.
Charity fundraising events
*On selected sites
All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to 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.
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