Impactful Claims Governance & Complaints Handler (Hybrid)

The Acorn Group; Liverpool; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Hybrid working

Bonus up to £2,000

Job summary

The Acorn Group is recruiting a Complaints Handler in a hybrid Liverpool/Sevenoaks role. You will resolve motor insurance complaints fairly and in line with policy, FCA Consumer Duty and regulatory requirements.

You’ll manage cases from first contact to final response, including Ombudsman escalations, identify root causes, and share insights to improve the customer journey. You’ll work 37.5 hours weekly, typically 9am–5:30pm, with a salary of £29,000–£35,000 plus a £2,000 annual performance

Qualifications

• Exceptional communication delivered via phone, email and web chat.
• Empathy and patience in challenging situations.
• Strong attention to detail during investigations and data review.
• Solid understanding of FCA rules, Consumer Duty and complaint handling requirements.
• Collaborative approach across Claims and other teams.
• Self-motivation and ability to work independently when needed.
• Experience in household insurance or claims handling is preferred but not essential.

Responsibilities

• Handle complaints from first contact to final response, including escalations to the Financial Ombudsman Service.
• Identify root causes and share insights to improve the customer journey.
• Manage data accuracy and regulatory timelines throughout the complaint journey.
• Assess financial impact of complaints and minimise compensation where possible.
• Provide excellent customer service and maintain brand standards.
• Policy adherence and clear communication of rationale to customers.

Skills

Communication skills

Empathy

Attention to detail

Regulatory knowledge

Team player

Self-starter

Industry experience

Job description

The Acorn Group is recruiting a Complaints Handler in a hybrid Liverpool/Sevenoaks role. You will resolve motor insurance complaints fairly and in line with policy, FCA Consumer Duty and regulatory requirements.

You’ll manage cases from first contact to final response, including Ombudsman escalations, identify root causes, and share insights to improve the customer journey. You’ll work 37.5 hours weekly, typically 9am–5:30pm, with a salary of £29,000–£35,000 plus a £2,000 annual performance