FNOL Claims Handler: Fast-Paced Insurance Support

The Acorn Group; Liverpool; Hybrid; 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

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.