First Response Unit - FRU Claims Handler

The Acorn Group; Liverpool; On-site; GBP 27,000 - 44,000; Full time

Benefits offered by this job

Enhanced annual leave 31–35 days

Paternity pay

Employee assistance programme

Company pension

Flexible benefits platform

Refer a friend bonus

Charity donation option

Job summary

The Acorn Group is hiring for a First Response Unit - FRU Claims Handler in Liverpool. This role is based in the city centre and offers a full-time schedule with a rotating 8:00–20:00 shift and weekend cover on a 1 in 3 basis. Base salary is £26,938 with a quarterly performance bonus of £4,200.

You will join FNOL to deliver exceptional customer service, assess claims in line with policy, and collaborate with teams to resolve cases quickly and effectively. Training is provided in-house.

Qualifications

• Excellent customer service and empathy.
• Fast-paced problem-solving ability.
• Good IT skills and a confident communicator.
• Motivated self-starter.
• Passionate about teamwork and collaboration.
• Ability to make fast, informed decisions.
• Strong sales, negotiation and persuasion skills.
• Attention to detail and organisational skills.

Responsibilities

• Provide a professional and proactive response in assessing claims in line with policy and procedure.
• Provide 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 to avoid dissatisfaction and prevent complaints.
• Handle First Notification of Loss (FNOL) calls and enter relevant claim details.
• Monitor and manage claims ensuring services are provided within agreed timescales.
• Assess 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.
• Work to agreed SLAs and KPIs.

Skills

Empathy

Customer service

Problem solving

IT skills

Strong communicator

Self-starter

Team player

Decision making

Job description

First Response Unit - FRU Claims Handler

Liverpool, UK

Job Description

Posted Friday 14 August 2026 at 01:00

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 FNOL 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: First Response Unit Claims Handler

Location:Liverpool

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

About Acorn Insurance

With over 40 years of experience, Acorn Insurance is a specialist provider dedicated to helping individuals secure motor insurance across the UK. We proudly serve more than 50,000 customers, ensuring they find policies that meet their needs and provide the peace of mind that comes with high-quality cover.

At Acorn Insurance, we offer comprehensive training and continuous in-house coaching. You'll receive in-depth, FCA-regulated industry knowledge and all the tools necessary to grow your career with us.

We celebrate diversity and are committed to fostering a culture where everyone feels respected and valued. As a Disability Confident Level 1 and Level 2 employer, we ensure our workplace is accessible and inclusive, encouraging our people to bring their best selves to work every day.

The Acorn Group has been recognised as a Great Place to Work for 2024/5. A record number of employees participated in our survey, overwhelmingly highlighting our welcoming and supportive atmosphere as an excellent place to build a career. We are committed to continuous improvement and have ambitious plans for 2025.

Why Acorn Insurance?

Acorn Insurance want 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:

Wellbeing

• 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)
• Enhanced paternity pay and 16 weeks full maternity pay.
• Colleague Assistance programme offers a suite of wellbeing services such as:
• 6 Free Counselling sessions per year
• Unlimited access to a telephone councillor 24/7
• Access to a free 4-week programme of cognitive behavioural therapy (CBT) with a trained therapist mentor.
• Network of internal qualified mental health first aiders are available to provide support to colleagues.
• A core level of life assurance with the option to increase cover via salary sacrifice and add your spouse/partner
• Ability to access your earnings before payday via Dayforce Wallet.
• Company pension scheme
• Refer a friend scheme with a £250 bonus for every colleague recommended on passing their probation period.
• Access to a flexible benefits platform including an annual flex pot allowance to spend on over 15 benefits of your choice.
• Ability to give back. You can opt into donating money to charity to climate positive organisations directly from your salary.

Reward, Recognition and Culture

• Long Service Award paid on 5,10- and 15-years’ service
• A reward and recognition hub to celebrate and reward colleagues and peers.
• Consistent and engaging company events including company awards, competitions and charity fundraisers.
• Budgets for department leaders to use for social and engagement events. Please visit out website to view more of our excellent work benefits!

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.