Driver Success Team Agent

Salary: £26,938 - £28,609 Plus up to £2,000 performance related bonus per annum, once established within your role.

🌴 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 & more

Our 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 workplace culture

📈 Best Place to Work for Development - proud to be investing in people's future

👩💼 Best Place to Work for Women - breaking down barriers to women's career progression

If you're looking for a company with a strong culture, real career progression, and a people-first approach - all rooted in the heart of Liverpool - Grow with Acorn.

A Few Things to Know Before You Apply

We're really excited that you're considering joining Acorn! To help everything go smoothly, here are a couple of things to keep in mind:

If your application is successful, we will commence relevant employment checks prior to you commencing employment with us. These will include a standard criminal record check and an insolvency register check.

🌍 Visa Requirements Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post-Study Work visa. At the moment, we're not able to offer visa sponsorship.

💬 We're Here to Support You We're committed to creating an inclusive, supportive workplace where everyone can flourish. If you need any adjustments during the recruitment process-or once you're part of the team-just let us know. Whether it's flexible hours, adapted equipment, or a bit of extra support, we'll work with you to make sure you can do your best work.

Role: Driver Success Team Agent

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 support our customers through conversations about their excessive speeding, overall driving behaviour, all whilst educating as to 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 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, handing and resolving complaints

Ensuring that the Data Protection Act (DPA) is followed consistently

Adherence to FCA compliance procedures at all times

Location: Liverpool, Hybrid

Working hours: 37.5 hours a week between 8:00am and 19.30pm on a three-week rolling rota from Monday to Friday and this will include 1 in 3 Saturdays between the hours of 9.00am and 17.30pm only.

A Positive "can do" attitude

Excellent verbal and written communication skills

Great listening skills

High level of accuracy and attention to detail

Good problem solver

Ability to work in a fast-paced environment

Ability to multi-task and manage time effectively

Be able to demonstrate patience and empathy

Excellent customer service skills, incorporating a confident and pleasant telephone manner