FNOL Claims Specialist: Fast, Empathetic Customer Care

The Acorn Group; Liverpool; On-site; GBP 39,000 - 47,000; Full time

Benefits offered by this job

Enhanced annual leave

Pension scheme

Refer a friend bonus £250

Flexible benefits platform

Training and development

Job summary

The Acorn Group is recruiting for a First Response Unit Claims Handler in Liverpool. You will be the first contact for customers, delivering professional, empathetic service and accurate information based on in-house training.

This role offers a supportive environment with comprehensive training in insurance principles. Location is city-centre Liverpool, with a full-time rota. A chance to build a career in insurance with ongoing coaching and development opportunities.

Qualifications

• Excellent customer service skills.
• Empathetic with the ability to connect with people.
• Fast-paced problem solving ability.
• Positive can-do attitude.
• Good IT skills and confident communicator.
• Motivated self-starter.
• Team player with collaborative mindset.
• Ability to make fast, informed decisions.
• Good sales, negotiation and persuasion skills.
• Strong attention to detail and organisational skills.

Responsibilities

• Provide professional, proactive response while assessing claims.
• Offer empathetic service to clients after road traffic incidents.
• Liaise with external companies and internal departments to process claims efficiently.
• Resolve issues to prevent complaints.
• Handle FNOL calls and enter claim details.
• Monitor and manage claims to meet service level agreements.
• Assess new claims per policy terms and conditions.
• Identify potential recoveries from third parties.
• Handle complaints following FCA guidelines.
• Identify requirements for replacement vehicles and coordinate accordingly.

Skills

Excellent customer service

Empathy

Effective communication

Problem solving

Sales and persuasion

Organisation and prioritisation

Decision making

Team player

Tools

IT skills

Job description

The Acorn Group is recruiting for a First Response Unit Claims Handler in Liverpool. You will be the first contact for customers, delivering professional, empathetic service and accurate information based on in-house training.

This role offers a supportive environment with comprehensive training in insurance principles. Location is city-centre Liverpool, with a full-time rota. A chance to build a career in insurance with ongoing coaching and development opportunities.