Overview

Role: Customer Care Specialist

Location: Liverpool City Centre on a Hybrid working basis

Working Hours: Monday to Friday 9:00am to 5:30pm, 37.5 hours a week

Salary: Up to £28,459 plus the potential to earn a performance based bonus

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What you will be doing

• Supporting customers experiencing financial difficulties and/or vulnerability, providing good customer outcomes meeting both customer and business needs
• Providing great customer service (using models including TEXAS and IDEA) with the aim of a one call resolution
• Assisting customers/businesses with debts owed – ensuring these are recovered meeting both the customer and business needs
• Responding to queries from clients and agents received by phone, email or letter in a courteous and helpful manner and ensuring that all information required is obtained and communicated
• Investigating cases where necessary and root cause analysis to improve processes going forward
• Collaboration with other departments for successful business and customer outcomes
• Effectively communicating with third parties regarding mutual clients, maintaining the professional relationship
• Maintaining accurate records of any correspondence received from the client regarding payment or payment plans
• Other duties where applicable

What We’re Looking For

• Credit Control department experience within the Insurance Industry (preferred but not essential)
• Experience supporting vulnerable customers and customers experiencing financial difficulties via telephone
• Taking ownership – ensuring all tasks/duties are completed in full
• Good organisational skills and ability to prioritise own workload effectively
• Pro-active thinker, able to solve problems independently as they arise
• Ability to investigate cases and implement corrective actions as required
• Computer literate with strong Microsoft Excel skills
• Ability to communicate well at all levels both verbally and in writing

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 & more

Commitment to colleagues

These aren’t just words — they’re the principles we live by. And we’re proud to back them up with real action, earning recognition and accreditation from leading organisations that share our commitment to people and growth:

• Mindful Employer – championing mental health and wellbeing
• ♿ Disability Confident Level 1 & 2 – creating accessible, inclusive opportunities
• Menopause Friendly accredited – supporting every stage of life
• ️ Armed Forces Covenant signatory – honouring those who serve
• Great Places to Work 2024/25 – fostering an engaging and positive workplace culture
• Best Place to Work for Development – investing in people’s future
• Best Place to Work for Women – breaking down barriers to women’s career progression

Before you apply

Checks & Clearances: All roles at Acorn are subject to DBS and financial checks. Any offer will be conditional until these are completed to a satisfactory standard.

Visa Requirements: Because our training is comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post-Study Work visa. We are not able to offer visa sponsorship at this time.

Support during recruitment: We’re committed to creating an inclusive, supportive workplace. If you need adjustments during the recruitment process or after joining, let us know so we can support you.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Sales and Business Development
• Industries: Insurance

Note: This description reflects the role as published and may be subject to change. Referrals increase your chances of interviewing at Acorn Group.