Customer Service Claims Handler

Acorn Insurance and Financial Services Limited; Liverpool; On-site; GBP 24,000 - 26,000; Full time

Job summary

An established industry player is seeking a Customer Service Claims Handler to join their dynamic team in Liverpool. This role offers a fantastic opportunity to kickstart or advance your career in the insurance sector. You will be the first point of contact for customers, ensuring they receive exceptional service and accurate information. With a strong emphasis on empathy and problem-solving, you will handle claims and assist clients through their journey. The company values inclusivity and provides comprehensive training, making it a great place to grow your skills while enjoying a supportive work environment. Don't miss this chance to be part of a team that truly cares about its customers and employees alike!

Benefits

Enhanced Annual Leave

Company Sick Pay Scheme

Generous Company Pension Scheme

Mental Health Support

Fresh Fruit Deliveries

£250 Refer a Friend Bonus

Cycle to Work Scheme

Free Eye Test Vouchers

Qualifications

• Strong customer service and resolution skills with empathy.
• Quick problem-solving abilities and good IT skills.

Responsibilities

• Assessing claims and providing empathetic service to clients.
• Liaising with external companies to process claims efficiently.

Skills

Empathy

Problem-solving

Communication

Negotiation

Organizational skills

Attention to detail

Teamwork

Education

High School Diploma

Tools

Claims Management Software

Job description

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

As a Customer Service 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.

The Customer Service Claims Handler role is a fantastic opportunity to start or enhance your career in 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.

THE START DATE FOR THIS ROLE WILL BE FEBRUARY 10TH, 2025

Role: Customer Service Claims Handler

Location: Liverpool

Salary: £24,255 to £25,876 OTE* plus up to £4,200 performance-related bonus per annum, once established within your role.

Working hours: You will be working 37.5 hours per week over 5 days (7.5 hours per day) between Monday to Sunday. Monday to Friday hours will be between 8:00 am and 8:00 pm on a rolling rota. Saturday and Sunday hours will be between 9:00 am and 5:30 pm and will be once every 3 weeks. You will be given time back in lieu for any weekend working.

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.
• Liaising with external companies and internal departments in a timely and professional manner in order to effectively process the customer's claim notification.
• Resolving any issues to avoid expressions of dissatisfaction escalating into complaints.
• Handling First Notification of Loss (FNOL) calls, entering relevant claims details.
• Monitoring and managing claims ensuring all services are provided in an agreed timescale.
• Assessing new claims in accordance with policy terms and conditions.
• Identifying and initiating any potential recoveries from third parties.
• Handling any complaints in line with FCA guidelines.
• Identifying key requirements for replacement vehicles.
• Working to agreed SLA’s and KPI’s for customer service claims handling.

What we’re looking for:

• Naturally empathetic with 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 a strong attention to detail.
• Desire to develop skills and experience within the insurance industry.
• Ability to deal with challenging customers and third-party insurers.

About Acorn Insurance

We are a growing business with great opportunities to build your knowledge of the financial services industry. As a specialist insurance provider, we have over 40 years of experience helping people secure motor insurance across the UK. We help more than 50,000 customers find a policy that meets their needs and gives them the peace of mind that comes with high-quality insurance.

At Acorn Insurance, we provide full training and continuous coaching in-house. You will be given full in-depth FCA regulated industry knowledge and have all the tools necessary to help you personally grow your career with the business.

We celebrate difference, and it’s important to us that we have a culture where our people feel respected and valued for who they are. We pride ourselves on being accessible and encourage inclusive environments where our people can always give and show the very best of themselves.

Why Acorn Insurance?

Acorn Insurance wants 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).
• Additional Buy & Sell Holidays.
• Company Sick Pay Scheme.
• Company Paid Maternity & Paternity Leave.
• Generous Company Pension Scheme.
• A comprehensive Mental Health support system via the health assured Employee Assistance Programme (EAP).
• A wide network of mental health first aiders.
• Our very own reward and discount platform "Your tomorrow".
• Fresh fruit deliveries twice a week.
• £250 Refer a friend bonus.
• Cycle to work scheme.
• Free eye test vouchers and a contribution towards the frames.
• Regular Employment Engagement including ongoing competitions with fantastic prizes.

The Acorn Group is a Great Place to Work 2024/5.

A record number of Acorn employees completed the survey. The results overwhelmingly revealed that the group is welcoming, supportive, and a great place to forge a career.

There is always room for improvement though. We have big plans to improve even further in 2025.

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

Unfortunately, due to the length of training and complexity of the role, we can only accept applications from candidates who have at least one year remaining on their (Graduate/ Post-study work) visa. Unfortunately, we are unable to provide visa sponsorships.

At Acorn, we are committed to creating an inclusive and supportive work environment. We recognise that candidates may have specific needs and are happy to consider reasonable adjustments to the recruitment process and working environment to accommodate individual requirements. Whether it’s modifying equipment, adjusting working hours, or providing additional support, we aim to ensure all employees can perform at their best. If you require any reasonable adjustments, please let us know during the application or interview process, and we will work with you to ensure your needs are met.