Job Description

Role:

Customer Service & Validations Agent

Location:

Liverpool - Hybrid, Office based or Remote. Our office is based in Liverpool but open to remote workers outside of Liverpool

Working Hours:

Monday to Friday 09:00am - 17:30pm (No Weekends)

Salary:

25,877 - 27,515 + up to 2000 performance related bonus

What you will be doing:

Respond to all enquiries from customer and colleagues through all lines of communication. 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. Give suitable information to customers and assist with any queries relating to their insurance needs and policy cover. Build Report and trust with the Customer, resolving queries in a fast and efficient manner. Have multiple conversations with different Customers on webchat without compromising the quality of chats. Maintain an accurate record of the assessment of the customers awareness of risk and insurance as well as their circumstances and objectives. Using the system(s) you are provided, determine which insurer or scheme will provide the most competitive and suitable product for the query, and ensure that the best premium and policy cover and terms are obtained for the customer. Ensure that you look to resolve any customer dissatisfaction at first point of contact. Discuss any additional covers available to the customer to ensure that all their insurance requirements are satisfied. Demonstrate flexibility, empathy, consideration and respect when dealing with customers, team members and external organisations. Ensure that you are always working to agreed service levels. Be empathetic to Customer problems and find suitable solutions. Liaise with the relevant company departments or external insurance organisations to ensure that customers' needs, and requirements are always met by the company. Assist your Management Team with the day to day running of the department and any requests they may have. Complete all Key Learning and any additional training as requested by the Business. To bring to the attention of management any training or procedural issues needing to be addressed on either a personal or Company level, including suggestions for improvements on existing processes and procedures. Assist other team members as and when required. To report any act of a criminal, dangerous or deliberately negligent nature by another member of staff to your supervisor at the earliest opportunity. To behave in a responsible manner in the office always. Resolve Customer Complaints in a professional manner whilst demonstrating treating the customer fairly. Ensuring all details on NB applications are honest and accurate Performing checks on applicants' details to confirm accuracy Updating details and advising customers to any change in the price of their premium Assisting clients in providing vital information Promoting bespoke packages relating to the client's needs Assisting and learning underwriting

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

With over 40 years of experience, Acorn Insurance is a specialist provider dedicated to helping individuals secure motor insurance across the UK. We proudly serve more than 50,000 customers, ensuring they find policies that meet their needs and provide the peace of mind that comes with high-quality cover.

At Acorn Insurance, we offer comprehensive training and continuous in-house coaching. You'll receive in-depth, FCA-regulated industry knowledge and all the tools necessary to grow your career with us.

We celebrate diversity and are committed to fostering a culture where everyone feels respected and valued. As a Disability Confident Level 1 and Level 2 employer, we ensure our workplace is accessible and inclusive, encouraging our people to bring their best selves to work every day.

The Acorn Group has been recognised as a Great Place to Work for 2024/5. A record number of employees participated in our survey, overwhelmingly highlighting our welcoming and supportive atmosphere as an excellent place to build a career. We are committed to continuous improvement and have ambitious plans for 2025.

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:

Wellbeing:

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) Enhanced paternity pay and 16 weeks full maternity pay. Colleague Assistance programme offers a suite of wellbeing services such as: 6 Free Counselling sessions per year Unlimited access to a telephone councillor 24/7 Access to a free 4-week programme of cognitive behavioural therapy (CBT) with a trained therapist mentor. Network of internal qualified mental health first aiders are available to provide support to colleagues.

Financial:

A core level of life assurance with the option to increase cover via salary sacrifice and add your spouse/partner Ability to access your earnings before payday via Dayforce Wallet. Company pension scheme Refer a friend scheme with a 250 bonus for every colleague recommended on passing their probation period. Access to a flexible benefits platform including an annual flex pot allowance to spend on over 15 benefits of your choice. Ability to give back. You can opt into donating money to charity to climate positive organisations directly from your salary.

Reward, Recognition and Culture:

Long Service Award paid on 5,10- and 15-years' service A reward and recognition hub to celebrate and reward colleagues and peers. Consistent and engaging company events including company awards, competitions and charity fundraisers. Budgets for department leaders to use for social and engagement events. Please visit out website to view more of our excellent work benefits!

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.

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