Senior Claims Handler

Acorn Insurance Ltd; Liverpool; On-site; GBP 32,000 - 34,000; Full time

Benefits offered by this job

Hybrid working options

Mental health support

Career progression opportunities

Bonus scheme

Job summary

Acorn Insurance Ltd in Liverpool is seeking a Senior Claims Handler to own claims from start to finish, making confident decisions and delivering better outcomes for customers.

This role requires taking ownership, improving processes, and coaching colleagues, with a focus on reducing customer effort and creating seamless experiences.

The position is full-time, permanent, based in Liverpool with a 37.5-hour week and occasional Saturdays; salary starts at £31,831 with a performance-related bonus.

Qualifications

• Experience handling insurance claims from notification to settlement.
• Takes ownership and sees matters through to completion.
• Clear and effective communication with customers and colleagues.

Responsibilities

• Managing customers' claims from first notification of loss through to settlement.
• Making fair, timely and confident decisions.
• Reducing customer effort at every stage of the journey.
• Communicate with clarity.
• Minimise hand-offs and create seamless customer experiences.
• Support and coach colleagues, sharing your expertise.
• Identify opportunities to improve how we work and deliver good outcomes.
• Consider the commercial aspects when settling the claim.

Skills

Experience handling insurance claims

Ownership mentality

Clear communication

Commercial awareness

Problem solving

Coaching others

Job description

Job Title: Senior Claims Handler

Location: Liverpool

Salary: 31,831 Plus up to 2,500 performance related bonus per annum, once established within your role

Job Type: Full Time, Permanent

Working Hours: 37.5 hours a week. Monday to Friday 8:00am to 6:00pm(on a rota basis), plus 1 in 5 Saturdays 9:00am to 17:00pm

We are looking for experienced claims handlers who want to go beyond managing claims to truly make a difference.

As a Senior Claims Handler, you'll take ownership of claims from start to finish, making confident decisions and delivering better outcomes for our customers.

This is a role for someone who doesn't just follow process but improves it. Someone who takes pride in solving problems, supporting others, and leaving every claim in a better place than they found it.

What you will be doing:

• Managing customers claims from first notification of loss through to settlement
• Making fair, timely and confident decisions
• Reducing customer effort at every stage of the journey
• Communicate with clarity
• Minimising hand-offs and creating seamless customer experiences
• Supporting and coaching colleagues, sharing your expertise
• Identifying opportunities to improve how we work and deliver good customer outcomes
• Consider the commercials when settling the claim

What we're looking for:

• Has experience handling insurance claims
• Takes ownership and sees things through to completion
• Builds trust through clear and effective communication
• Thinks commercially while always doing the right thing for the customer
• Proactively solves problems rather than waiting for direction
• Enjoys supporting others and sharing knowledge
• Is curious and driven to improve processes and customer outcomes

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.

We're growing fast, with new opportunities emerging every week. That growth is largely due to the values we share:

• We run through walls for our customers and each other
• We challenge the status quo
• We succeed when we help those around us succeed
• We decide quickly when the smart thing to do is use our judgement

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

We're really excited that you're considering joining Acorn! To help everything go smoothly, here are a couple of things to keep in mind:

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: Senior Insurance Claims Executive, Senior Claims Account Manager, Senior Claims Handler, Senior Customer Claims Handler, Senior Claims Assistant may all be considered.