Customer Service Claims Handler

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

Job summary

A leading company in the insurance sector seeks a Customer Service Claims Handler to join their growing team in Liverpool. The role involves assessing claims, providing exceptional service to clients, and requires strong customer service skills. Comprehensive training is offered to ensure success within the role, contributing to a positive, inclusive workplace environment.

Benefits

Enhanced annual leave starting at 31 days

Enhanced paternity and maternity pay

Wellbeing services

Life assurance and pension scheme

Refer a friend bonus scheme

Flexible benefits platform

Charitable donation options

Recognition programs and company events

Qualifications

• Experience in Customer Service or Claims Handling.
• Excellent customer service skills.
• Positive, can-do attitude.

Responsibilities

• Assessing claims according to policy and procedure.
• Providing empathetic service to clients involved in incidents.
• Resolving issues to prevent dissatisfaction.

Skills

Customer service

Empathy

Problem-solving

IT skills

Communication

Job description

Role: Customer Service Claims Handler

Location:

Liverpool

Salary:

£25,877 per annum plus a performance-related bonus of £4,200 paid quarterly, once established within your role.

Working hours:

37.5 hours per week, Monday to Friday on a rota basis from 8:00 am to 8:00 pm, including 1 in 3 weekends from 9:00 am to 5:00 pm.

About the role:

We are seeking a professional with experience in Customer Service or Claims Handling to join our friendly team. This is an exciting opportunity to be part of a thriving Claims Department. Candidates with and without Motor claims experience are encouraged to apply.

The ideal candidate will have excellent customer service skills and a positive, can-do attitude. Full training and ongoing coaching will be provided to help you reach your full potential. The start date for this role is 30th June 2025.

Responsibilities include:

1. Providing professional and proactive responses in assessing claims according to policy and procedure.
2. Offering empathetic service to clients involved in road traffic incidents.
3. Coordinating with external companies and internal departments to process claims efficiently.
4. Resolving issues to prevent dissatisfaction and escalation into complaints.
5. Handling First Notification of Loss (FNOL) calls and entering claim details.
6. Monitoring and managing claims to meet service level agreements.
7. Assessing new claims based on policy terms and conditions.
8. Identifying and pursuing recoveries from third parties.
9. Handling complaints in line with FCA guidelines.
10. Managing key requirements for replacement vehicles.
11. Working to agreed SLAs and KPIs.

Candidate profile:

• Excellent customer service skills
• Empathetic and able to connect with people
• Problem-solving skills in a fast-paced environment
• Positive attitude
• Good IT skills and confident communication
• Motivated and a team player

About us:

Acorn Insurance is a growing business with over 40 years of experience in the UK motor insurance industry, serving over 50,000 customers. We offer comprehensive training, FCA-regulated industry knowledge, and opportunities for career growth. We value diversity and foster an inclusive culture where everyone can thrive.

Benefits include:

• Enhanced annual leave starting at 31 days, increasing to 35 days with service
• Enhanced paternity and maternity pay
• Wellbeing services, including counselling and mental health support
• Life assurance and pension scheme
• Refer a friend bonus scheme
• Flexible benefits platform
• Charitable donation options
• Recognition programs and company events

Additional information:

All roles are subject to DBS and financial checks. Candidates with experience as Customer Service Administrator, Customer Support, Client Service, Sales Support, or similar roles are encouraged to apply.