Customer Service Representative

TL;DR

Customer Service Representative (Insurance): Handling inbound calls and webchats for policy queries, changes, and complaints with an accent on achieving KPIs, quality excellence, and turning challenges into positive customer experiences. Focus on delivering VIP service, managing insurance policies accurately, and representing the brand values.

Location: Liverpool, UK - Hybrid with minimum 3 days in the office

Salary: £26,938 - £28,609 plus up to £2,000 performance-related bonus

Company

Acorn Insurance, part of hirify.global, a national leader in specialist insurance employing 1,700+ people across the UK.

What you will do

• Hit KPIs and targets in inbound contact centre for insurance services.
• Deliver high-quality service in calls and webchats, excelling in audits.
• Handle policy queries, changes, and complaints with empathy and problem-solving.
• Provide exceptional VIP service to all customers.
• Represent the brand as an ambassador.

Requirements

• Must have at least one year remaining on Graduate or Post-Study Work visa; no sponsorship offered.
• Motivation, drive, and passion for exceptional service.
• Strong communication skills for phone and webchat.
• Empathy, patience, and goal-oriented mindset.
• Attention to detail for managing insurance policies.

Culture & Benefits

• Up to 35 days holiday including bank holidays, with buy/sell options.
• 24/7 mental health support and free counselling.
• Career growth through training, fairs, and leadership programs.
• Flexible benefits including early salary access.
• Hybrid working, recognition awards, and social events.
• Commitment to inclusivity: Mindful Employer, Disability Confident, Menopause Friendly, Armed Forces support.