Desktop Loss Adjuster

Acorn Group; Liverpool; Hybrid; GBP 36,000 - 40,000; Full time

Benefits offered by this job

35 days holiday

Mental health support

Hybrid working

Job summary

Acorn Group is seeking an experienced Desktop Loss Adjuster for our Household Claims team in Liverpool. Work in a fast-paced, supportive hybrid environment while guiding customers through complex, high-value claims from notification to settlement.

You’ll apply technical expertise across Buildings and Contents, interpret policy wordings, and deliver accurate, empathetic decisions. A qualification such as Cert CII/BDMA is desirable, with a minimum of two years’ relevant experience.

Qualifications

• Minimum of 2 years’ Desktop Loss Adjusting experience
• Strong technical knowledge across Buildings and Contents claims
• Cert CII and/or BDMA accreditation desirable

Responsibilities

• Manage a portfolio of household claims (including complex/high-value cases) from notification to settlement
• Interpret policy wordings and endorsements to determine coverage and liability
• Deliver timely claim decisions with evidence-based rationale
• Produce detailed schedules of works reflecting loss and repair scopes
• Provide technical guidance to the wider claims team while maintaining high customer service standards

Skills

Desktop Loss Adjusting

Claims handling

Customer service

Job description

Our Household Claims department is continuing to grow, and we are looking for an experienced Desktop Loss Adjuster to join our expanding team. This is an excellent opportunity for a skilled claim professional to work in a hybrid, fast-paced and supportive environment, playing a key role in delivering great outcomes for our customers. You will act as a trusted point of contact for customers during some of their most challenging moments, guiding them through complex claims that have disrupted their lives. This role requires a balance of strong technical expertise and empathy, as you manage claims end-to-end, meet key performance targets, and contribute to building a strong, positive team culture.

Role

Household Desktop Loss Adjuster

Location

Liverpool / Hybrid

Working hours

Monday to Friday, 37.5 hours, 9:00am - 5:30pm

Salary

£36,000 - £40,000 DOE, discretionary annual bonus, paid monthly

What you will be doing:

• Manage a portfolio of household claims (including complex and high-value cases) from first notification through to settlement and conclusion
• Interpret policy wordings, exclusions and endorsements to determine coverage and liability in line with underwriting intent
• Deliver fair, accurate and timely claim decisions, supported by clear, evidence-based rationale
• Produce detailed Schedules of Works, ensuring repair scopes are accurate, cost-effective and reflect the true extent of loss
• Assess cause of damage reports, schedules of works and quantum reports produced by third-party experts (e.g. surveyors, engineers, loss adjusters and contractors)
• Draft clear, detailed technical reports outlining findings and settlement recommendations, including escalation of large or complex losses where appropriate
• Deliver a high standard of customer service, ensuring clear communication, empathy, and proactive management of customer and third-party expectations throughout the claims journey
• Apply and maintain accurate reserves in line with company reserving philosophy
• Identify, investigate and *escalate* potentially fraudulent claims
• Provide technical guidance to the wider claims team
• Operate effectively in a fast-paced environment, meeting service levels, performance targets, and maintaining strong file and portfolio management
• Maintain up-to-date knowledge of regulatory, legislative and industry developments, sharing insights and supporting continuous improvement
• Contribute to the development of technical guidance, training materials, and overall team capability
• Ensure adherence to best practice, company strategies and governance standards

What we’re looking for:

• A collaborative team player who thrives in a culture of openness, trust and respect
• Proven experience in household claims handling and desktop loss adjusting, with a strong understanding of both Buildings and Contents claims across all perils.
• Demonstrable experience handling claims involving contractor/building repair networks and loss adjusters
• Strong technical knowledge with the ability to manage complex cases
• Proficiency in claims case management systems
• Ability to perform effectively in a fast-paced, high-volume environment
• Excellent written and verbal communication skills, with the ability to engage customers confidently and demonstrate empathy
• Strong organisational skills, with the ability to prioritise workload and manage competing demands under pressure
• Analytical mindset with the ability to investigate, fact-find, and make accurate, evidence-based decisions
• Customer-focused approach with the resilience and judgement to deliver fair outcomes
• Essential: Minimum of 2 years’ Desktop Loss Adjusting experience
• Desirable: Cert CII and/or BDMA accreditation (or working towards)

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

• 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
• 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
• 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.

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 committed to creating an inclusive, supportive workplace where everyone can flourish. If you need any adjustments during the recruitment process - 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.