Customer Care

2 months ago

Liverpool, United Kingdom Acorn insurance & Financial Services LTD Full time

Role: Driver Success Team Agent

Location: Liverpool, Hybrid

Salary: £24,255 to £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

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.

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.

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