Recoveries Customer Service Claims Handler

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

Benefits offered by this job

35 days holiday

Mental health support

Career development

Flexible benefits

Hybrid working

Recognition awards

Job summary

Acorn Insurance in Liverpool is seeking a Recoveries Customer Service Claims Handler to own non-fault motor claims end-to-end, applying sound judgement and negotiation to secure fair outcomes.

You will manage liability, indemnity, and reserve decisions, engage with third parties and insurers, and drive timely settlements while controlling costs.

Hours are 37.5 per week, Monday to Friday; salary £26,938–£28,648 per year with up to £1,500 bonus after probation, and hybrid working options.

Qualifications

• Strong understanding of motor insurance, non-fault processes, liability and subrogation.
• Regulatory awareness and sound technical judgement.
• Confident negotiation and influencing skills.

Responsibilities

• 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.
• Make decisions that maximise recoveries and minimise costs.
• Negotiate subrogated outlays and manage aged debt effectively.

Skills

Motor insurance

Non-fault claims

Negotiation

Job description

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:

These aren't just words - they're the principles we live by. And we're proud to back them up with real action, earning recognition and accreditation from leading organisations that share our commitment to people and growth:

• 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

If you're looking for a company with a strong culture, real career progression, and a people-first approach - all rooted in the heart of Liverpool - Grow with Acorn.

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.