Claims Governance Complaints Handler

Granite Group; Liverpool; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

35 days holiday

Mental health support

Hybrid working

Salary advance option

Job summary

Acorn Insurance is seeking a Complaints Handler to manage motor insurance complaints from first contact to final response. You will own each case, including escalations to the Financial Ombudsman Service, and work to resolve issues fairly under FCA rules.

The role is hybrid, with Liverpool or Sevenoaks as locations, and offers training and progression. With 37.5 hours per week, the salary is £29,000–£35,000 depending on experience, plus a £2,000 performance-based bonus potential per annum.

Qualifications

• Previous experience in household insurance & Claims Handling is essential.
• Financial services or complaint handling experience is desirable but not essential.
• Full training will be provided.

Responsibilities

• Own each complaint from first contact to final response, including those escalated to the Financial Ombudsman Service.
• Identify root causes and share insights with the wider business to improve the customer journey.
• Capture and record accurate data at every stage of the complaint journey and manage regulatory deadlines.

Skills

Strong communication

Empathy

Attention to detail

Job description

As a Complaints Handler, you'll be responsible for delivering fair, timely resolutions to motor insurance complaints, in line with company policy, the FCA's Consumer Duty and all other regulatory requirements.

You’ll manage complaints from first contact through to final response, including those escalated to the Financial Ombudsman Service. You’ll identify root causes, share insight with the wider business to improve the customer journey, and use early, effective decision-making to help deliver good outcomes for consumers and minimise the need for complaint-related compensation.

Role

Claims Complaints Handler

Location

Liverpool or Sevenoaks hybrid

Working hours

37.5 hours a week - Monday to Friday, between the hours of 9am to 5:30pm

Salary

£29,000 - £35,000 Depending on Experience plus £2000 performance related bonus potential per annum, achieved quarterly

What You'll Be Doing

Crushing Your Goals & KPIs

Every day, you’ll have the chance to hit clear targets and make a real impact on our customers and our team's success. As you grow and improve, so will your salary!

Achieving Quality Excellence

Delivering fantastic service will be your superpower. You’ll shine in call and file quality audits and always strive to meet our high standards while delivering consistently good outcomes for consumers under the FCA Consumer Duty.

Turning Complaints into Opportunities

Every complaint is an opportunity to WOW a customer. You’ll turn difficult situations around with your patience, empathy and problem‑solving skills, resolving both reportable and non-reportable motor insurance complaints fairly and promptly.

Managing Complaints from Start to Finish

You’ll own each complaint throughout its lifecycle - from first contact through to final response, including complaints that may be escalated to the Financial Ombudsman Service. You’ll gather and review all relevant evidence, make fair and reasonable decisions, and clearly explain your rationale to customers.

Owning Data & Regulatory Timelines

You’ll capture and record accurate, high-quality data at every stage of the complaint journey, protecting its integrity from start to finish. You’ll manage your diary and workload effectively to minimise complaint lifecycles and ensure all regulatory deadlines are met.

Managing Financial Exposure

You’ll accurately assess the financial impact of complaints, taking early, effective decisions to minimise complaint-related compensation while still delivering good outcomes for consumers.

Driving Continuous Improvement

By identifying root causes and spotting trends, you’ll provide feedback to the wider business to help improve our products, processes and overall customer journey.

Providing VIP Service to Every Customer

Whether you’re helping a regular customer or someone going through a tough time, you’ll go above and beyond to make their experience as positive as possible.

Being a Brand Ambassador

You’ll proudly represent our brand and values, creating an exceptional experience for everyone you interact with - customers, colleagues and external partners.

What We’re Looking For

Motivation & Drive

You’re passionate about providing exceptional service, tackling challenges head‑on, and continuously improving how you work.

Strong Communication Skills

You’ll be handling complaints via phone, email and potentially webchat - you’re great at explaining things clearly and making customers feel heard, respected and valued.

Empathy & Patience

You can handle tricky situations with calm and professionalism, showing genuine empathy and care, especially for customers who may need a little extra support.

Goal-Oriented & Commercial

You love a challenge and take pride in hitting your targets, while also making balanced, commercial decisions that support both good customer outcomes and business needs.

Attention to Detail

Accuracy matters - you have an eye for detail when investigating complaints, assessing evidence, and recording information.

Regulatory Awareness (or Willingness to Learn)

You already understand, or are keen to develop your knowledge of, FCA regulations, the Consumer Duty and complaint‑handling rules.

Team Player & Self‑Starter

You’re a motivated self‑starter who can work independently, but you also collaborate well with others across Claims and other teams.

Experience

Previous experience in household insurance & Claims Handling is essential, financial services or complaint handling is desirable but not essential - full training will be provided.

Why This Opportunity is So Exciting

Career Growth with Pay Increases

Start with us and watch your career take off! With full training provided, you’ll gain valuable skills and experience that set you up for long‑term success. As your experience and performance grow, so does your pay.

Join an Amazing Team

You won’t just be another employee - you’ll be part of a supportive, friendly team that’s always pushing each other to be better.

Endless Development Opportunities

We believe in continuous growth. As you master new skills and deepen your expertise in complaint handling and insurance, there’s always a chance to level up.

A Fun and Dynamic Environment

This isn’t your average job. With a positive, high‑energy vibe, we make work enjoyable while achieving great things together.

Grow with Acorn

At Acorn Insurance, we’re proud of our Liverpool roots - and even prouder of how far we’ve come. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we’ve grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024.

• We run through walls for our customers and each other
• We challenge the status quo
• We succeed when we help those around us succeed
• We decide quickly when the smart thing to do is use our judgement

Benefits

• 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

• 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

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.