Technical Claims Manager

The Acorn Group; Liverpool; Hybrid; GBP 60,000 - 65,000; Full time

Benefits offered by this job

35 days’ holiday

Hybrid working options

Mental health support (24/7)

Job summary

The Acorn Group is seeking a Technical Claims Manager to lead the Household Claims team remotely with occasional travel to Liverpool offices. You will provide technical leadership, develop policies, and guide complex claims to fair, cost-effective outcomes while focusing on customer experience.

We expect extensive experience in household property claims, strong coaching skills, and an ability to influence across Claims, Underwriting, Pricing and Compliance.

Qualifications

• Proven technical authority in household property claims.
• Experience with complex, high-value or specialist claims.
• Knowledge of policy coverage, causation, repair methods and settlements.

Responsibilities

• Act as principal technical authority for Household Claims.
• Establish and maintain technical policies and standards.
• Provide direction on complex or high-value claims.
• Lead technical reviews and audits; support major losses and vulnerable customers.
• Coach Desktop Loss Adjusters and senior claims staff.
• Collaborate with Claims, Underwriting, Pricing and Risk teams.

Skills

Technical leadership

Claims management

Stakeholder management

Coaching and development

Education

CII qualification (Cert CII / Dip CII)

Building/surveying/loss-adjusting qualification

Continuing professional development

Tools

Claims systems

Audit tools

Job description

Posted Friday, 4 September 2026 at 01:00

Role: Technical Claims Manager

Location: Remote* Occasional travel to Liverpool offices when required*

Working Hours: 37.5 hours per week, Monday to Friday 09:00am - 17:30pm

Salary: £60,000 - £65,000 DOE plus up to 15% Annual Performance Bonus

Role Purpose:

We are seeking a Household Technical Claims Manager to join the Household Claims team. Reporting to the Household Claims leadership team.

The Technical Claims Manager will provide technical leadership and authority across Household Claims, ensuring complex and specialist claims are handled consistently, fairly and cost-effectively, with a clear focus on delivering good customer outcomes.

What you will be doing:

• Act as the principal technical authority for Household Claims.
• Establish and maintain technical policies, standards, guidance and decision-making frameworks.
• Provide clear, timely direction on complex, high-value, sensitive or unusual claims.
• Ensure technical standards and decision-making support fair, timely and explainable outcomes for customers, including appropriate consideration of vulnerability, communication needs and claims journey experience.
• Lead technical case reviews and provide authority or escalation support where required.
• Challenge claim strategy, reserves, scope, causation, coverage and settlement recommendations.
• Support effective management of major losses, vulnerable customers, complaints and contentious claims.
• Identify opportunities to reduce claims leakage and improve indemnity performance without compromising customer outcomes.
• Strengthen challenge around repair scope, supplier recommendations, alternative accommodation, reserves and settlement decisions.
• Develop a proportionate technical audit and quality-assurance framework.
• Ensure audit findings translate into clear actions, accountable owners and measurable improvements.
• Support compliance with regulatory requirements, internal controls and delegated authorities.
• Lead, coach and develop Desktop Loss Adjusters, Senior Claims Adjusters and other technical specialists within the structure.
• Provide technical coaching and case-based learning to claims handlers and operational managers.
• Build a strong referral culture in which colleagues seek technical support at the right point.
• Build effective relationships across Claims, Underwriting, Pricing, Risk, Compliance, Counter Fraud, Complaints and Learning and Development.
• Represent Household Claims in technical forums and cross-functional change initiatives.

What we’re looking for:

• Significant technical experience within household property claims.
• Strong experience managing complex, high-value or specialist claims.
• Demonstrable knowledge of policy coverage, causation, validation, repair methods, scoping, reserving and settlement.
• Experience identifying leakage and improving claims indemnity performance.
• Experience providing technical authority, referrals or escalation support.
• Experience conducting file reviews, audits or quality-assurance activity.
• Proven ability to coach and develop claims professionals.
• Strong stakeholder-management and influencing skills.
• Ability to interpret performance information and convert insight into action.
• Sound understanding of FCA requirements and the fair treatment of customers.
• Previous leadership or management responsibility within a household claims environment.
• Experience managing Desktop Loss Adjusters or technical claims specialists.
• Experience working with building repair networks, surveyors, restoration specialists and loss adjusters.
• Exposure to fraud, recoveries, major-loss or complaint handling.
• Experience designing technical frameworks, controls or competency standards.
• Involvement in claims-system transformation, automation or digital-claims initiatives.

Qualifications

• CII qualification, such as Cert CII, Dip CII or equivalent.
• Relevant building, surveying, loss-adjusting or claims qualification.
• Evidence of continuing professional development in household property claims.
• Equivalent practical experience should also be considered.

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
• 35 days’ holiday (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

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
• 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.