Customer Service Representative

Job Type: Part Time

Working hours: Part Time; 18.5 hours per week, Monday & Tuesday 09:00am – 17:30pm, Saturdays 09:00am – 12:30pm

As a company, we really value your work life balance so all rota's will be given 3 weeks in advance to enable you to plan ahead. Bank Holiday working may be required.

Through 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 and service our customers with all complex queries.

What you will be doing:

• Responding to Customer Queries about their insurance policies via phone, email and webchat.
• Have multiple conversations with different customers on webchat without compromising the quality of the chats.
• Making changes to customers insurance policies.
• Provide accurate information to customers about their insurance policy.
• Dealing with customer queries over direct debit payments.
• Identifying and assessing customer needs to achieve satisfaction and a one call resolution.
• Ensure all customer records are updated accurately.
• Contact customers by phone and email for outstanding documentation.
• Ensure that all FCA compliance procedures are adhered to at all times.
• Investigate and resolve customer complaints.

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 Customer Service Experience.

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 committ