Recoveries Customer Service Claims Handler

Acorn Insurance Ltd; West Kirby; On-site; GBP 27,000 - 29,000; Full time

Benefits offered by this job

35 days holiday (incl. bank holidays)

Mental health support

Hybrid working options

Early access to salary

Career development

Job summary

Acorn Insurance Ltd in Liverpool is seeking a Recoveries Customer Service Claims Handler to take end-to-end ownership of non-fault motor insurance claims, applying sound judgement, commercial awareness and effective negotiation to drive the right outcomes.

You will manage claims from start to finish, send liability allegations, assess liability and claim financials, and work with suppliers, solicitors and partners to progress recoveries.

Qualifications

• Understanding of motor insurance and non-fault processes.
• Knowledge of liability and subrogation.
• Strong negotiation and regulatory awareness.

Responsibilities

• Manage non-fault repair, recovery, and uninsured loss claims from start to finish.
• Send allegations of liability to third parties and insurers to progress recovery claims.
• Assess liability, indemnity, and claim financials, making accurate and timely decisions.
• Keep files moving by identifying opportunities, managing risks, and avoiding delays.
• Maintain accurate and up-to-date reserves and claim records.
• Make decisions that maximise recoveries and minimise costs.
• Negotiate subrogated outlays and manage aged debt effectively.
• Issue outlay requests and proactively follow up to ensure settlement.
• Process and authorise payments within delegated authority.
• Work closely with suppliers, solicitors, and partners to progress claims.
• Instruct panel solicitors where escalation or litigation is required.
• Handle inbound calls from customers, third parties, suppliers, and solicitors, delivering a clear and professional customer experience.

Skills

Motor insurance knowledge

Non-fault processes

Liability & subrogation

Negotiation skills

Job description

Job Details

Job Title: Recoveries Customer Service Claims Handler

Location: Liverpool

Hours: Monday-Friday, 9:00am-5:30pm (37.5 hours/week)

Salary: £26,938 - £28,648 per annum, plus up to £1,500 annual performance-related bonus (eligible after probation)

Job Type: Full time, Permanent

About the Role

Join our fast-paced Recoveries team and play a key role in delivering fair outcomes for our customers by recovering costs where a third party is responsible. As a Recoveries Handler, you'll take end-to-end ownership of non-fault motor insurance claims, applying sound technical judgement, commercial awareness, and effective negotiation to drive the right outcomes.

What You Will Be Doing

Claims Management

• Manage non-fault repair, recovery, and uninsured loss claims from start to finish.


• Send allegations of liability to third parties and their insurers as part of progressing recovery claims.


• Assess liability, indemnity, and claim financials, making accurate and timely decisions.


• Keep files moving by identifying opportunities, managing risks, and avoiding delays.


• Maintain accurate and up-to-date reserves and claim records.

Commercial & Financial Decision-Making

• Make decisions that maximise recoveries and minimise costs.


• Negotiate subrogated outlays and manage aged debt effectively.


• Issue outlay requests and proactively follow up to ensure settlement.


• Process and authorise payments within delegated authority.

Supplier & Partner Engagement

• Work closely with suppliers, solicitors, and partners to progress claims.


• Instruct panel solicitors where escalation or litigation is required.


• Handle inbound calls from customers, third parties, suppliers, and solicitors, delivering a clear and professional customer experience.

What We're Looking For

Technical & Commercial Skills

• A good understanding of motor insurance, non-fault processes, liability, and subrogation.


• Strong technical grounding with regulatory awareness.


• Confident negotiation and influencing skills.

Personal Qualities

• Strong attention to detail with an analytical mindset.


• Proactive, self-motivated, and comfortable taking ownership.


• Able to manage pressure, deadlines, and competing priorities.


• Clear, confident communicator who's comfortable making decisions.

Grow with Acorn

At Acorn Insurance, we're proud of our Liverpool roots - and even prouder of how far we've come. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we've grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024.

Benefits

• A maximum of 35 days' holiday (depending on role and tenure) including bank holidays, with additional buy/sell options


• 24/7 mental health support & free counselling available


• Grow with us: Through career fairs, leadership programs, and learning on the go!


• Flexible benefits, including early access to salary via our internal platform


• Hybrid working options to support work-life balance and individual needs


• Recognition awards, social events & more

Our Commitment to our colleague's

• Mindful Employer - championing mental health and wellbeing


• Disability Confident Level 1 & 2 - creating accessible, inclusive opportunities


• Menopause Friendly accredited - supporting every stage of life


• Armed Forces Covenant signatory - honouring those who serve


• Armed Forces Defence employer recognition scheme - Supporting those who serve


• Great Places to Work 2024/25 - fostering an engaging and positive workplace culture


• Best Place to Work for Development - proud to be investing in people's future


• Best Place to Work for Women - breaking down barriers to women's career progression

A Few Things to Know Before You Apply

If your application is successful, we will commence relevant employment checks prior to you commencing employment with us. These will include a standard criminal record check and an insolvency register check.

• Visa Requirements Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post-Study Work visa. At the moment, we're not able to offer visa sponsorship.


• We're Here to Support You We're committed to creating an inclusive, supportive workplace where everyone can flourish. If you need any adjustments during the recruitment process-or once you're part of the team-just let us know. Whether it's flexible hours, adapted equipment, or a bit of extra support, we'll work with you to make sure you can do your best work.

Candidates with experience or relevant job titles of: Customer Claims Executive, Claims Account Manager, Claims Customer Service, Case Handler, Customer Claims Handler, Claims Advisor, Claims Assistant, Recovery Claims, Insurance Recoveries may also be considered for this role