Customer Service Representative

at  The Granite Group

Role: Customer Service Representative
Location: Liverpool, Hybrid
Salary: £24,255 - £27,876 OTE* including £2,000 performance related bonus per annum, once established within your role.
Working hours: Full Time; You will be working Monday to Friday, 37.5 hours a week between 8:00am and 19:30pm on a three-week rolling rota. 1 in 3 Saturdays 09:00 – 17:30.
Through full training and continuous coaching inhouse you will be given full in-depth FCA regulated industry knowledge and have all the tools necessary to help you personally grow your career with the business and service our customers with all complex queries.

WHAT YOU WILL BE DOING:

• Responding to Customer Queries about their insurance policies via phone, email and webchat.
• Have multiple conversations with different customers on webchat without compromising the quality of the chats.
• Making changes to customers insurance policies.
• Provide accurate information to customers about their insurance policy.
• Dealing with customer queries over direct debit payments.
• Identifying and assessing 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.

Acorn Insurance 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 “your tomorrow” benefits you will receive include:

• 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 event