Salary: £24,255 - £25,876 Plus up to £2,000 performance related bonus per annum, once established within your role.
Working hours: 37.5 hours a week between 8:00am and 19:30pm on a three-week rolling rota from Monday to Friday which will include 1 in 3 Saturdays between the hours of 9:00am and 17:30pm only.
As part of the Driver Success Team (DST), you will provide critical and educational intervention for customers, coaching them on how best to improve their driving behaviours, whilst ensuring the guidelines of our regulator, the Financial Conduct Authority (FCA), are followed accordingly.
Across the Driver Success Team, your position will be fast-paced & you will be cross-trained across the Group’s multiple user platforms, whilst reporting directly into your Success Leader.
Within this important role, you will be tasked with assisting and supporting our customers through conversations about their excessive speeding and overall driving behaviour, all whilst educating them on how specific demographics perform and subsequently improve.
What you will be doing:
* Having engaging conversations with customers to help deliver feedback on their driving behaviour
* Helping to identify customer demographics with the support of your Team Leader/Manager to ensure outbound calls are completed as part of the risk management process
* Establishing customer contact via inbound or outbound calling, emails or other means of communication and ensuring customer & business needs are met accordingly
* Providing industry-leading experience to our customers on behalf of your Acorn/Carrot brands
* Ensuring business standards, policies and procedures are maintained
* Liaising with other areas of the business to ensure customer needs are met
* Assisting other team members where necessary
* Logging, handling and resolving complaints
* Ensuring that the Data Protection Act (DPA) is followed consistently
* Adherence to FCA compliance procedures at all times
What we're looking for:
* A positive "can do" attitude
* Excellent verbal and written communication skills
* High level of accuracy and attention to detail
* Ability to work in a fast-paced environment
* Ability to multi-task and manage time effectively
* Demonstrate patience and empathy
* Excellent customer service skills, incorporating a confident and pleasant telephone manner
* Previous Insurance or Financial Services Industry Experience
* Previous Customer Service Experience
About Acorn Insurance
With over 40 years of experience, Acorn Insurance is a specialist provider dedicated to helping individuals secure motor insurance across the UK. We proudly serve more than 50,000 customers, ensuring they find policies that meet their needs and provide the peace of mind that comes with high-quality cover.
At Acorn Insurance, we offer comprehensive training and continuous in-house coaching. You'll receive in-depth, FCA-regulated industry knowledge and all the tools necessary to grow your career with us.
We celebrate diversity and are committed to fostering a culture where everyone feels respected and valued. As a Disability Confident Level 1 and Level 2 employer, we ensure our workplace is accessible and inclusive, encouraging our people to bring their best selves to work every day.
The Acorn Group has been recognised as a Great Place to Work for 2024/5. A record number of employees participated in our survey, overwhelmingly highlighting our welcoming and supportive atmosphere as an excellent place to build a career. We are committed to continuous improvement and have ambitious plans for 2025.
Why Acorn Insurance?
Acorn Insurance wants 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)
* Enhanced paternity pay and 16 weeks full maternity pay.
* Colleague Assistance programme offering a suite of wellbeing services such as:
* 6 Free Counselling sessions per year
* Unlimited access to a telephone councillor 24/7
* Access to a free 4-week programme of cognitive behavioural therapy (CBT) with a trained therapist mentor.
* Network of internal qualified mental health first aiders available to provide support to colleagues.
* A core level of life assurance with the option to increase cover via salary sacrifice and add your spouse/partner
* Ability to access your earnings before payday via Dayforce Wallet.
* Company pension scheme
* Refer a friend scheme with a £250 bonus for every colleague recommended on passing their probation period.
* Access to a flexible benefits platform including an annual flex pot allowance to spend on over 15 benefits of your choice.
* Ability to give back. You can opt into donating money to charity to climate positive organisations directly from your salary.
Reward, Recognition and Culture:
* Long Service Award paid on 5, 10- and 15-years’ service
* A reward and recognition hub to celebrate and reward colleagues and peers.
* Consistent and engaging company events including company awards, competitions and charity fundraisers.
* Budgets for department leaders to use for social and engagement events. Please visit our website to view more of our excellent work benefits!
All roles are subject to DBS and Financial checks; any offer made will be conditional until checks are completed to a satisfactory standard.
Unfortunately, due to the length of training and complexity of the role, we can only accept applications from candidates who have at least one year remaining on their (Graduate/ Post study work) visa. Unfortunately, we are unable to provide visa sponsorships.
At Acorn, we are committed to creating an inclusive and supportive work environment. We recognise that candidates may have specific needs and are happy to consider reasonable adjustments to the recruitment process and working environment to accommodate individual requirements. Whether it’s modifying equipment, adjusting working hours, or providing additional support, we aim to ensure all employees can perform at their best. If you require any reasonable adjustments, please let us know during the application or interview process, and we will work with you to ensure your needs are met.
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