In brief
This customer care specialist role focuses on assisting clients with debt recovery and financial support. The work involves resolving complex queries, managing payment plans, and collaborating with internal departments to ensure positive outcomes for vulnerable customers.
Best for
Experienced customer service professionals with a background in supporting vulnerable individuals or debt recovery.
Non-negotiable
Experience supporting vulnerable customers and those in financial difficulty via telephone is required.
Worth knowing
This is a full-time, permanent role based in Liverpool city centre with a hybrid working arrangement.
What you need
Required
Vulnerable customer support
Clearly required in the listing
Financial difficulty support
Clearly required in the listing
Telephone communication
Clearly required in the listing
Ownership
Strongly implied by the listing
Organisational skills
Clearly required in the listing
Problem solving
Strongly implied by the listing
Case investigation
Clearly required in the listing
Communication
Clearly required in the listing
Microsoft Excel
Clearly stated in the job description.
Preferred
Credit control
Clearly required in the listing
Insurance industry experience
Clearly required in the listing
ICE
Clearly stated in the job description.
TCAS
Clearly stated in the job description.
Bexhill
Clearly stated in the job description.
Your day-to-day
Support vulnerable customers
Clearly stated in the job description.
Manage debt recovery
Clearly stated in the job description.
Resolve customer queries
Clearly stated in the job description.
Investigate case issues
Clearly stated in the job description.
Maintain accurate records
Clearly stated in the job description.
Collaborate with departments
Clearly stated in the job description.
What's on offer
Full job description (from employer)⌄
Job Title: Customer Care Specialist Agent Location: Liverpool City Centre on a hybrid working basis Salary: £28,459 per annum Job Type: Permanent, Full Time Working Hours: Monday to Friday 9:00am to 5:30pm, 37.5 hours a week Looking for a new challenge? Do you have a passion for delivering exceptional service and good outcomes for customers? Are you compassionate, empathetic and an outstanding communicator? What You'll Be Doing: Supporting customers experiencing financial difficulties and/or vulnerability providing good customer outcomes meeting both customer and business needs Providing great customer service (using models including TEXAS and IDEA) with the aim of a one call resolution Assisting customers/businesses with debts owed - ensuring these are recovered meeting both the customer and business needs. Responding to queries from clients and agents received by phone, email or letter in a courteous and helpful manner and ensuring that all information required is obtained and communicated. Investigating cases where necessary and root cause analysis to improve processes going forward. Collaboration with other departments for successful business and customer outcomes Effectively communicating with third parties regarding mutual clients, maintaining the professional relationship Maintaining accurate records of any correspondence received from the client regarding payment or payment plans. Other duties where applicableWhat we're looking for: Credit Control department experience within the Insurance Industry (preferred but not essential) Experience supporting vulnerable customers and customers experiencing financial difficulties via telephone. Taking ownership - ensuring all tasks/duties are completed in full. Good organisational skills and ability to prioritise own workload effectively. Pro-active thinker, able to solve problems independently as they arise. Ability to investigate cases and implement corrective actions as required. Computer literate with strong Microsoft Excel skills Experience with ICE, TCAS and Bexhill (preferred) Ability to communicate well at all levels both verbally and in writing.Grow with Acorn At Acorn Insurance, we're proud of our Liverpool roots - and even prouder of how far we've come. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we've grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024. We're growing fast, with new opportunities emerging every week. That growth is largely due to the values we share: We run through walls for our customers and each other We challenge the status quo We succeed when we help those around us succeed We decide quickly when the smart thing to do is use our judgementBenefits: A maximum of 35 days' holiday (depending on role and tenure) including bank holidays, with additional buy/sell options 24/7 mental health support & free counselling available Grow with us: Through career fairs, leadership programs, and learning on the go! Flexible benefits, including early access to salary via our internal platform Hybrid working options to support work-life balance and individual needs Recognition awards, social events & moreOur Commitment to our colleague's: These aren't just words - they're the principles we live by. And we're proud to back them up with real action, earning recognition and accreditation from leading organisations that share our commitment to people and growth: Mindful Employer - championing mental health and wellbeing Disability Confident Level 1 & 2 - creating accessible, inclusive opportunities Menopause Friendly accredited - supporting every stage of life Armed Forces Covenant signatory - honouring those who serve Armed Forces Defence employer recognition scheme - Supporting those who serve Great Places to Work 2024/25 - fostering an engaging and positive workplac
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Note
We generate this analysis from the job description. The listing may have changed since then, or the analysis may not be fully accurate — always check the original posting before applying.