Claims Customer Service Advisor

Acorn Insurance; Liverpool; On-site; GBP 25,000 - 30,000; Full time

Job summary

Acorn Insurance is seeking a Claims Customer Service Advisor in Liverpool. This role involves managing customer claims, providing exceptional service, and aiding policyholders through their insurance journey. The ideal candidate will be motivated, communicative, and PC literate, ready to thrive in a supportive environment.

Benefits

Enhanced Annual Leave entitlement

Enhanced paternity and maternity pay

Colleague Assistance programme

Company pension scheme

£250 bonus for referral program

Qualifications

• Experience in customer service roles is valued.
• PC literacy with strong processing skills is essential.
• Ability to engage empathetically with policyholders.

Responsibilities

• Manage a portfolio of policyholder claims to settlement.
• Provide timely and effective communication regarding claim decisions.
• Ensure claims are processed within agreed timelines.

Skills

Motivated self-starter

Confident communicator

Excellent administration skills

Job description

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Claims Customer Service Advisor, Liverpool

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Client:

Acorn Insurance

Location:

Liverpool, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

c3e5981bab9d

Job Views:

3

Posted:

29.06.2025

Expiry Date:

13.08.2025

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Job Description:

Role: Claims Customer Service Advisor

Location: Liverpool City Centre

Working hours: 37.5 hours per week, 7.5 hours a day. Rotating shifts between 8am-6pm Monday-Friday, with 1 in 4 Saturdays

Salary: £25,877 starting salary, plus an up to £1500 annual bonus, paid quarterly once established within your role

Our Claims Division is looking for empathetic individuals to provide support to our customers at a time when they need us the most. We are looking for people with who thrive on engaging with customers to ensure we achieve the right outcome for both customer and company.

You will be responsible for assisting our policyholders with insurance claims providing the very highest standards of customer service, ensuring that each incident is handled with appropriate time scales and professional manner..

What you will be doing:

• Proactively manage a portfolio of policyholder claims through to settlement.
• Complete thorough indemnity investigations out on all cases
• Work closely with the in-house engineers to guarantee a fair settlement with the policyholder
• Ensure that all validated claims are processed within the agreed SLA's
• Provide excellent customer service level expectations, taking ownership of all inbound communication
• Show attention to detail in the handling of insurance claims and provide chronological notes for the customer
• Provide effective communication to Policyholder of all claim decisions and progression of insurance claims
• Maintain effective diary management to reduce settlement time
• Expertly assess policy indemnity

What we're looking for:

• Motivated self-starter
• Confident and persuasive communicator
• PC literate with excellent administration and processing skills

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.

Why Acorn Insurance?

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)
• Enhanced paternity pay and 16 weeks full maternity pay.
• Colleague Assistance programme offers 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 are 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.

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.

Candidates with experience or relevant job titles of; Customer Services Administrator, Customer Service Representative, Customer Support, Client Service, Sales Support, Customer Service Consultant, Customer Service Administrator, Business Support, Office Administrator and Administrative will all be considered.