FNOL Claims Specialist – Customer Care & Resolution

Acorn Group; Liverpool; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Enhanced annual leave

Company pension

Refer a friend bonus

Flexible benefits platform

Job summary

The First Response Unit at Acorn Insurance in Liverpool is seeking an FNOL Handler to deliver excellent customer service and accurate information to customers. You will be the first point of contact, handling FNOL calls, entering claim details and coordinating with internal teams to progress claims with empathy and professionalism.

Role offers full-time hours in a city-centre location with a structured rota, and a bonus scheme linked to performance.

Qualifications

• Excellent customer service skills.
• Empathetic and able to connect with people.
• Fast-paced, proactive problem-solving abilities.
• Positive can-do attitude and team-orientation.
• Strong IT skills and confident communication.
• Motivated self-starter with attention to detail.

Responsibilities

• Provide professional, proactive response assessing claims per policy.
• Deliver empathetic service to clients involved in road traffic incidents.
• Liaise with external companies and internal teams to process claims.
• Resolve issues to avoid dissatisfaction escalating to complaints.
• Handle FNOL calls and enter claim details accurately.
• Monitor claims to ensure services are provided within agreed timescales.

Skills

Customer service

Empathy

Communication

Problem solving

Team player

Job description

The First Response Unit at Acorn Insurance in Liverpool is seeking an FNOL Handler to deliver excellent customer service and accurate information to customers. You will be the first point of contact, handling FNOL calls, entering claim details and coordinating with internal teams to progress claims with empathy and professionalism.

Role offers full-time hours in a city-centre location with a structured rota, and a bonus scheme linked to performance.