Claims Handler

The Acorn Group; Liverpool; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

35 days holidays incl. bank holidays

24/7 mental health support

Hybrid working options

Salary advancement opportunities

Job summary

The Acorn Group in Liverpool is seeking a Claims Handler to join the First Notification of Loss team. You will be the first point of contact, delivering professional, empathetic service and accurate information to customers based on in-house training.

The role is full-time in Liverpool City Centre, with 37.5 hours per week and a rota-based schedule. Salary is £26,938 with a quarterly bonus opportunity of £4,200 after established performance.

Qualifications

• Naturally empathetic and the ability to connect with people.
• Quick fast paced problem-solving ability.
• Good IT skills and a confident communicator.
• Motivated self-starter.
• Passionate about working as part of a team.
• Ability to make fast, informed decisions.
• Good sales, negotiation and persuasion skills.
• Excellent organisational and prioritisation skills with attention to detail.
• Desire to develop skills and experience within the insurance industry.
• Ability to deal with challenging customers and third party insurers.

Responsibilities

• Providing a professional and proactive response in assessing claims in line with policy and procedure.
• Providing an empathetic service to clients involved in road traffic incidents.
• Liaise with external companies and internal departments to process the customer’s claim notification.
• Resolve issues and avoid dissatisfaction escalating into complaints.
• Handle FNOL calls and enter relevant claims details.
• Monitor and manage claims ensuring services are provided in the agreed timescale.
• Assessing new claims in accordance with policy terms and conditions.
• Identify and initiate potential recoveries from third parties.
• Handle complaints in line with FCA guidelines.
• Identify key requirements for replacement vehicles and work to SLAs and KPIs.

Skills

Empathy

Problem-solving

IT skills

Communication

Teamwork

Decision making

Negotiation

Organisational skills

Job description

The First Notification of Loss department is a fast paced and energetic department where no two days are the same. We are looking for people with excellent customer service, response and resolution skills, who will treat our customer fairly with empathy and respect.

As an Claims Handler you are the first point of contact for our customers, you will ensure the delivery of excellent customer service by providing relevant and accurate information to every customer, based on your professional expertise and training that will be provided in house.

This is a fantastic role to start or enhance your career within the Insurance sector. Located in an amazing city centre location with fantastic views, transport links and very close to shops, restaurants, and many tourist attractions.

Role: Claims Handler

Location: Liverpool City Centre

Working hours: Full time-37.5 hours Per week;Monday to Friday on rota basis 8.00am – 8.00pm, 1 in 3 Weekends 9.00am-5.00pm.

Salary: £26,938 per annum plus the opportunity to earn a performance related bonus of £4200 paid on a quarterly basis, once established within your role.

What you will be doing:

• Providing a professional and proactive response in assessing claims in line with policy and procedure
• Providing an empathetic service to clients who have been involved in road traffic incidents
• Liaise with external companies and internal departments in a timely and professional manner in order to effectively process the customers claim notification
• To resolve any issues avoiding expressions of dissatisfaction escalating into complaints
• Handle First Notification of Loss (FNOL) calls, entering relevant claims details
• To monitor and manage claims ensuring all services are provided in an agreed timescale
• Assessing new claims in accordance with policy terms and conditions
• Identify and initiate any potential recoveries from 3rd parties
• Handle any complaints in line with FCA guidelines
• Identifying key requirements for replacement vehicles
• Work to agreed SLA’s and KPI’s

What we’re looking for:

• Naturally empathetic and the ability to connect with people
• Quick fast paced problem-solving ability
• Good IT skills and a confident communicator
• Motivated self-starter
• Passionate about working as part of a team
• Have the ability to make fast, informed decisions
• Good sales, negotiation and persuasion skills
• Excellent organisational and prioritisation skills with a strong attention to detail
• Have a desire to develop skills and experience within the insurance industry.
• The Ability to deal with challenging customers and third party insurers

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’re growing fast, with new opportunities emerging every week. That growth is largely due to the values we share:

• 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
• 35 days’ holiday (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

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
• 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:

Checks & Clearances

All roles at Acorn are subject to DBS and financial checks. Any offer we make will be conditional until these are completed to a satisfactory standard.

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