Customer Experience Advocate

6 days ago

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

We are seeking a highly skilled and motivated Customer Service Representative to join our team at Acorn Insurance & Financial Services LTD. As a Customer Service Representative - Telematics, you will be responsible for providing exceptional customer service to our clients, responding to their queries and concerns, and resolving issues in a timely and professional manner.

Key Responsibilities
  • Respond to customer inquiries and resolve issues in a timely and professional manner
  • Provide accurate and up-to-date information to customers about their insurance policies
  • Make changes to customers' insurance policies as necessary
  • Deal with customer queries and concerns related to direct debit payments
  • Identify and assess 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
Requirements
  • A positive 'can-do' attitude
  • Excellent verbal and written communication skills
  • Great listening skills
  • High level of accuracy and attention to detail
  • Good problem-solving skills
  • 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 Us

Acorn Insurance & Financial Services LTD is 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.

We celebrate difference and it's essential 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.

What We Offer
  • 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

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