Role: Driver Success Team Agent

Location: Liverpool, Hybrid

Salary: £24,255 - £27,876 OTE* including £2,000 performance related bonus per annum, once established within your role.

Working hours: 37.5 hours a week between 8:00am and 19.30pm on a three-week rolling rota from Monday to Friday and this will include 1 in 3 Saturdays between the hours of 9.00am and 17.30pm only.

As part of the Driver Success Team (DST), you will provide critical and educational intervention for customers, coaching them on how best to improve their driving behaviours, whilst ensuring the guidelines of our regulator the Financial Conduct Authority (FCA) are followed accordingly.

Across the Driver Success Team, your position will be fast paced & you will be cross trained across the Group’s multiple user platforms, whilst reporting directly into your Success Leader.

Within this important role, you will be tasked with assisting and support our customers through conversations about their excessive speeding, overall driving behaviour, all whilst educating as to how specific demographics perform and subsequently improve.

What you will be doing:

Having engaging conversations with customers to help deliver feedback on their driving behaviour
Helping to identify customer demographics with support of your Team Leader/Manager to ensure outbound calls are completed as part of the risk management process
Establishing customer contact via inbound or outbound calling, emails or other means of communication and ensuring customer & business needs are met accordingly
Providing industry-leading experience to our customers on behalf of your Acorn/Carrot brands
Ensuring business standards, policies and procedures are maintained
Liaising with other areas of the business to ensure customer needs are met
Assisting other team members where necessary
Logging, handing and resolving complaints
Ensuring that the Data Protection Act (DPA) is followed consistently
Adherence to FCA compliance procedures at all times

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
Previous Insurance or Financial Services Industry Experience
Previous Customer Service Experience

You must have at least 6 months continuous employment within Acorn Insurance/Granite.

You must not have any live warning, written or verbal, on file within the last 6 months. All other standard housekeeping requirements are expected such as good time keeping and attendance record.

Important: please advise your current manager of your intention to apply.?

Please direct any questions to and not to the department manager