Customer Service Representative

Job Title:

Customer Service Representative

Location:

Liverpool - Hybrid

Salary: £26,938 - £28,609 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 (but your welcome to come in more often if you wish!) including work-life balance meets flexibility with three rotating shift patterns

Early

Shift: 08:30am - 17:00pm
Mid

Shift: 9:00am - 17:30pm
Late

Shift: 10:00am - 18:30pmAbout the role

An Exciting Opportunity to Kickstart Your Career in Insurance!

Are you ready to join an amazing team where every day brings a new challenge and opportunity to grow? This is more than just a job - it's your chance to build a career, develop your skills, and be part of a high-energy, supportive environment that celebrates success. We're looking for a Customer Service Representative to join our thriving inbound contact centre, specializing in insurance - and we want YOU to be part of our journey!

What you'll be doing

Crushing Your Goals & KPIs:
Every day, you'll have the chance to hit exciting targets and make a real impact on our team's success. As you grow and improve, so will your salary!
Achieving Quality Excellence:
Delivering fantastic service will be your superpower. You'll shine in call audits and always strive to meet our high-quality standards.
Turning Complaints into Opportunities:
Every complaint is an opportunity to WOW a customer. You'll turn difficult situations around with your patience, empathy, and problem-solving skills.
Handling Policy Queries & Changes:
You'll be the go-to expert for customers seeking clarity or needing to make changes to their insurance policies.
Providing VIP Service to Every Customer:
Whether helping a regular customer or someone facing a tough time, you'll go above and beyond to make their experience amazing.
Being a Brand Ambassador:
You'll proudly represent our brand and values, creating an exceptional experience for everyone you interact with.

About you:

Motivation & Drive:
You're passionate about providing exceptional service, tackling challenges head-on, and continuously improving.
Strong Communication

Skills:

You'll be on the phone and webchat - and you're great at explaining things clearly and making customers feel heard and valued.
Empathy & Patience:
You can handle tricky situations with grace and always put customers first, especially those who might need a little extra care.
Goal-Orientated:
You love a challenge and take pride in hitting your targets and achieving your personal best
Attention to Detail:
Accuracy matters - and you've got an eye for it when it comes to managing insurance policies

Grow with Acorn:

At Acorn Insurance, we're proud of our Liverpool roots - and even prouder of how far we've come. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we've grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024.

We're growing fast, with new opportunities emerging every week. That growth is largely due to the values we share:

We run through walls for our customers and each other
We challenge the status quo
We succeed when we help those around us succeed
We decide quickly when the smart thing to do is use our judgement

Benefits:

35 days' holiday (including bank holidays) with additional buy/sell options
24/7 mental health support & free counselling available
Grow with us:
Through career fairs, leadership programs, and learning on the go!
Flexible benefits, including early access to salary via our internal platform
Hybrid working options to support work-life balance and individual needs
Recognition awards, social events &…