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Customer Management Handler

2 weeks ago

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

**Role**: Customer Management Handler

**Location**: Liverpool

**Working hours**: Monday to Friday, from 9am to 5:30pm 37.5 hours per week

**Salary**: A competitive salary package of £21,000 - £22,500 OTE
- A starting salary of £21,000 per annum.
- After 6 months upon successfully passing probation, you will receive an uplift of £500 taking your salary to £21,500 per annum.
- Upon passing developmental competencies, after 12 months service you will receive a further uplift of £1000 taking your salary to £22,500 per annum.

**What you will be doing**:

- To seek out the best solution for the customer and the business with provision of an appropriate authority and autonomy
- Effectively managing the customers claims enquiries and providing a quality customer journey
To deliver a resolution to customer enquiries and mitigate complaints

**What we’re looking for**:

- Accountability for own performance against set objectives
- To ensure customer queries are answered with the aim of a first-time resolution
- To ensure the best Customer Care experience is given to all customers
- Ability to seek out solutions
- Adherence to best practice and key strategies
- Demonstrate effective case management and complaint mitigation skills
- Any other ad hoc task as the needs of the business dictate
- Ability to work in a culture of openness, trust, and respect
- Strong organisational skills with the ability to prioritise tasks
- Ability to fact find and analyse information to result in accurate decision making
- Extensive knowledge of a motor claims environment and claims best practice
- Confident decision maker and problem solver
- Proven previous experience in a Customer Care and/or complaints role

**About Acorn Insurance**

We have almost 40 years of experience helping people secure competitive car, taxi, van, motor trade and home insurance, across the UK. As a specialist insurance provider, we offer a wide range of competitive insurance policies that can are tailored to ourcustomers unique insurance needs. In 2020 we were in the Sunday Times top 30 Profit Track companies for private companies with fastest growing profits.

**Why Acorn Insurance?**

Acorn 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 benefits you will receive include:

- Perk Box Online & High Street vouchers and discounts
- Free monthly Café Nero Coffee
- Cycle to work scheme
- Free eye test vouchers and a contribution towards the frames
- Service-related holiday entitlement capped at 32 days (including bank holidays)
- Clearly defined progression paths with training and support
- National vocational qualifications
- Free self-development & qualifications via Magpie Learning
- A comprehensive Mental Health support network including:

- 4 Free Counselling Sessions
- Access to a free 4-week programme of CBT with a trained Therapist Mentor
- Unlimited access to a telephone councillor 365 days a year, 24/7
- A UK wide network of Mental Health First Aiders
- Competitive salary
- Free Hot Drinks on Site
- Dress Down Days
- Regular employee engagement including ongoing competitions with prizes from fantastic places like Hotel Chocolat, HelloFresh, and Love to Shop Vouchers
- Company Pension Scheme
- Charity fundraising events