Customer Service & Retentions Agent

Role: Customer Service & Retentions Agent

Location: Liverpool, Hybrid

Salary: £24,255 -25,876 plus up to £2000 performance related bonus

Working hours: 37.5 hours per week,  Monday to Friday 09:00am – 17:30pm

What you will be doing:

• Responding to Customer Queries about their insurance policies via phone & email.

• Making changes to customers insurance policies.

• Dealing with customer queries over cancellation & retaining business.

• Identifying and assessing customer needs to achieve satisfaction and a one call resolution.

• Ensure all customer records are updated accurately.

• Ensure that all FCA compliance procedures are always adhered to.

• Investigate and resolve customer complaints.

• Provide high quality Customer Service and give the Customer a Positive helpful experience.

• As a brand ambassador, always conduct yourself and communications, in a courteous and helpful manner and ensure that all information required by either the customer or the colleague is obtained and communicated correctly and efficiently.

• Maintain an accurate record of the assessment of the customers awareness of risk and insurance as well as their circumstances and objectives.

• Build Report and trust with the Customer, resolving queries in a fast and efficient manner.

• Give suitable information to customers and assist with any queries relating to their insurance needs and policy cover.

• Deal with Vulnerable Customers in an emphatic & understanding manner, recording this to Company Standard

What we're looking for:

• A Positive "can do" attitude.
• Excellent verbal and written communication skills.
• Great listening skills.
• High level of accuracy and attention to detail.
• Good problem solver.
• Ability to work in a fast paced environment.
• Ability to multi-task and manage time effectively.
• Be able to demonstrate patience and empathy.
• Excellent customer service skills, incorporating a confident and pleasant telephone manner.

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 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.  

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 and potentially increasing to 35 days per year depending on grade & length of service (including bank holidays)
• Additional Buy & Sell Holidays
• Company Sick Pay Scheme
• Company Paid Maternity & Paternity Leave
• Generous Company Pension Scheme
• A comprehensive Mental Health support system via the health assured Employee Assistance Programme (EAP)
• A wide network of mental health first aiders.
• Our very own reward and discount platform "Your tomorrow"
• 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
• Regular Employment Engagement including ongoing competitions with fantastic prizes
• Charity fundraising events

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a 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.

If you think you would be a great fit for us, but don’t meet all the requirements of the role, please contact us as we’d love to discuss how Acorn Insurance could be the next step in your career journey.