Customer Service Representative

Overview

Job Title: Customer Service Representative

Location: Liverpool - Mersey Chambers with Hybrid Working

Salary: £25,877 - £27,515 plus up to £2,000 performance-related bonus

Job Type: Permanent, Full Time

Working hours: Hybrid model with a minimum of 3 days in the office (you’re welcome to come in more often if you wish), with three rotating shift patterns.

• Deliver excellent customer service in an inbound insurance contact centre.
• Hit and grow KPIs and targets; salary progression aligned with performance.
• Maintain high quality standards, participate in call audits, and continuously improve service delivery.
• Handle policy queries and changes, providing clear guidance to customers.
• Turn complaints into opportunities to wow customers with patience and problem solving.
• Act as a brand ambassador, delivering a positive experience and representing company values.

• Motivation & Drive:
  Passion for exceptional service, problem solving, and continuous improvement.
• Strong Communication
  
  Skills:
  
  Comfortable on phone and webchat; clear explanations and active listening.
• Empathy & Patience:
  Ability to handle tricky situations with care and respect for customers.
• Goal-Orientation:
  Enjoy challenges and strive to meet targets and personal bests.
• Attention to Detail:
  Accuracy in managing insurance policies.

• Career growth with pay increases:
  Full training provided; experience growth correlates with pay.
• Join an amazing team:
  Supportive, friendly environment focused on collective success.
• Endless development opportunities:
  Ongoing learning and skill-building.
• Fun and dynamic environment:
  Positive, high-energy culture with meaningful work.

At Acorn Insurance, we’re proud of our Liverpool roots and our growth as part of the Acorn Group. We employ 1,700+ people across the UK and wrote £750 million in insurance policies in 2024.

• Values:
  We run through walls for our customers and each other; we challenge the status quo; we succeed when others succeed; we decide quickly when prudent.

• 35 days' holiday (including bank holidays) with buy/sell options
• 24/7 mental health support & free counselling
• Career growth opportunities through fairs, leadership programs, and on-the-go learning
• Flexible benefits including early access to salary via our internal platform
• Hybrid working options to support work-life balance
• Recognition awards, social events, and more

All roles at Acorn are subject to DBS and financial checks. Any offer is conditional until these are completed to a satisfactory standard.

Our training is comprehensive, so we can only consider applicants with at least one year remaining on their Graduate or Post-Study Work visa. We are not able to offer visa sponsorship at this time.

Please click the APPLY button to submit your CV for this role. Candidates with experience as Customer Service Assistant or Customer Service Executive may also be considered.