Customer Service Representative

Job Title: Customer Service Representative

Company: Ask Acorn

Location: Liverpool - Mersey Chambers with Hybrid Working

Salary: £25,877 - £27,515 plus up to £2,000 performance‑related bonus

Job Type: Permanent, Full Time

Working Hours: Hybrid model with a minimum of 3 days in the office (you are welcome to come in more often if you wish). Work‑life balance meets flexibility with three rotating shift patterns:
Early Shift 8:00‑16:30, Mid Shift 9:00‑17:30, Late Shift 11:00‑19:30.

• Crushing Your Goals & KPIs:
  Hit exciting targets and make a real impact on our team’s success. As you grow and improve, so will your salary.
• Achieving Quality Excellence:
  Deliver fantastic service, shine in call audits and consistently meet our high‑quality standards.
• Turning Complaints into Opportunities:
  Every complaint is a chance to WOW a customer. Turn difficult situations around with patience, empathy and problem‑solving skills.
• Handling Policy Queries & Changes:
  Be the go‑to expert for customers seeking clarity or needing to make changes to their insurance policies.
• Providing VIP Service to Every Customer:
  Help both regular customers and those facing tough times, going above and beyond to make their experience amazing.
• Being a Brand Ambassador:
  Proudly represent our brand and values, creating an exceptional experience for everyone you interact with.

• Motivation & Drive:
  Passion for exceptional service, tackling challenges head‑on and continuously improving.
• Strong Communication
  
  Skills:
  
  Excellent on phone and webchat – explain things clearly and make customers feel heard and valued.
• Empathy & Patience:
  Handle tricky situations with grace and always put customers first, especially those needing extra care.
• Goal‑Orientated:
  Love a challenge and take pride in hitting targets and achieving personal best.
• Attention to Detail:
  Accuracy matters – a keen eye for managing insurance policies.

• Career Growth with Pay Increases:
  Start with us and watch your career take off! Full training provided – valuable skills and long‑term success. Pay grows with experience.
• Join an Amazing Team:
  Supportive, friendly, and always pushing each other to be better.
• Endless Development Opportunities:
  Continuous growth, mastery of new skills and chances to level up.
• A Fun and Dynamic Environment:
  Positive, high-energy vibe – work enjoyable while achieving great things together.

Acorn Insurance, proud of its Liverpool roots, has grown to a national leader with 1,700+ people across the UK and reached a milestone of £750 million in total value of insurance policies written in 2024. Core values: run through walls for customers, challenge status quo, help those around us succeed, and decide quickly when judgement is the smart choice.

• 35 days’ holiday (including bank holidays) with additional buy/sell options.
• 24/7 mental health support & free counselling.
• Career fairs, leadership programs & learning on the go.
• Flexible benefits including early salary access via our internal platform.
• Hybrid working options to support work‑life balance and individual needs.
• Recognition awards, social events & more.

All roles are subject to DBS and financial checks. Offers are conditional until these are completed to a satisfactory standard.

Because training is comprehensive, we only consider applicants with at least one year remaining on their Graduate or Post‑Study Work visa. We cannot offer visa sponsorship at the moment.

For application, please click the APPLY button to submit your CV for this role.

Candidates with experience or relevant job titles such as Customer Service Assistant, Customer Service Executive may also be considered.

Referrals increase your chances of interviewing at Ask Acorn by 2×.

Seniority Level: Entry level

Employment Type: Full‑time

Job Function: Customer Service

Industries: Administrative and Support Services