Customer Care Specialist

Role

Customer Care Specialist

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.