Motor Claims Complaints Handler — Hybrid

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

Benefits offered by this job

35 days holiday (incl. bank holidays)

Mental health support & counselling

Career development & learning

Flexible benefits & early salary acces

Hybrid working

Recognition awards & events

Job summary

Acorn Insurance is seeking a Complaints Handler to deliver fair, timely motor insurance complaint resolutions in line with FCA Consumer Duty and policy. You’ll manage end-to-end complaints, including escalations to the Financial Ombudsman Service, and help minimise compensation while improving the customer journey.

The role is hybrid in Liverpool or Sevenoaks, with 37.5 hours weekly and a salary of £29,000–£35,000 plus up to £2,000 bonus potential per year.

Qualifications

• Experience in household insurance and claims handling.
• FCA Consumer Duty knowledge or willingness to learn.
• Excellent written and verbal communication.
• Ability to meet regulatory deadlines.
• Ability to manage complaints end-to-end.

Responsibilities

• Hit clear targets and KPIs while improving the customer journey.
• Identify root causes and share insights to improve products.
• Own each complaint from first contact to final response.
• Assess financial exposure and minimise compensation where appropriate.
• Ensure regulatory deadlines are met.
• Provide VIP service and act as a brand ambassador.

Skills

Motivation & Drive

Strong Communication

Empathy & Patience

Attention to Detail

Regulatory Awareness

Team Player & Self-Starter

Goal-Oriented & Commercial

Job description

Acorn Insurance is seeking a Complaints Handler to deliver fair, timely motor insurance complaint resolutions in line with FCA Consumer Duty and policy. You’ll manage end-to-end complaints, including escalations to the Financial Ombudsman Service, and help minimise compensation while improving the customer journey.

The role is hybrid in Liverpool or Sevenoaks, with 37.5 hours weekly and a salary of £29,000–£35,000 plus up to £2,000 bonus potential per year.