Customer Service Claims Handler

Acorn Insurance Ltd; Liverpool; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Hybrid working options

35 days holiday including bank hols

Mental health support

Flexible benefits and early access to

Job summary

Acorn Insurance Ltd is recruiting a Customer Service Claims Handler in Liverpool. The role involves assessing claims in line with policy, providing empathetic support to clients and coordinating with third parties to process notifications efficiently.

You will handle FNOL calls, ensure timely service delivery, and work to SLA and KPI targets while upholding FCA guidelines. A strong team player with good IT skills is required.

Qualifications

• Excellent customer service and empathetic communication are essential.
• Ability to solve problems quickly in a fast-paced environment.
• Strong IT skills and confident communicator with good organisational ability.
• Motivated self-starter with a team-focused mindset.
• Interest in developing skills within the insurance industry.

Responsibilities

• Provide professional, proactive assessment of claims in line with policy and procedure.
• Offer empathetic service to clients involved in road traffic incidents.
• Liaise with external and internal teams to process claim notifications.
• Resolve issues to avoid complaints and escalate where necessary.
• Handle FNOL calls and input relevant claim details.
• Monitor and manage claims to meet agreed service levels and timescales.
• Assess new claims per policy terms and conditions.
• Identify potential recoveries from third parties.
• Handle complaints according to FCA guidelines.
• Determine key requirements for replacement vehicles.
• Work to SLA's and KPI's.

Skills

Excellent customer service

Empathetic communication

Problem solving

Positive can-do attitude

IT skills

Team player

Decision making

Negotiation skills

Organisational skills

Insurance industry interest

Job description

Job Title: Customer Service Claims Handler

Location: Liverpool

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

Job Type: Full time, Permanent

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

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:

• Excellent customer service skills
• Naturally empathetic and the ability to connect with people
• Quick fast paced problem-solving ability
• Positive can-do attitude
• 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

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

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.

Candidates with experience or relevant job titles of: Customer Services Administrator, Customer Service Representative, Customer Support, Client Service, Insurance Claims Executive, Claims Account Manager, First Part Claims Handler, Claims Handler may all be considered.