Operational Team Leader

We are seeking an Operational Team Leader within our Credit Hire department to be a pro-active thinker who is highly motivated and leads from the front. Leading a team of Credit Hire Handlers, you will drive our culture of openness and hold responsibility for the development and people management aspects of your team.

Location: Liverpool, office based with hybrid working available

Working hours: Monday to Friday, 37.5 hours between 9:00am and 5:30pm

Salary: £34,710 - £43,797 plus an achievable annual bonus of up to £2500 paid quarterly

What you will be doing:

• Lead a team of credit hire handlers within our mitigation department
• Performance management of staff, dealing with all aspects of people management including quality auditing, absence, holidays, and time management, adhering to SLA’s, monthly one to ones, performance reviews, training and development, disciplinary procedure, and staff welfare
• Undertaking handler audits of a minimum of 5 file audits per handler per month highlighting trends, training and development needs along with driving integral data within the claim file, effective settlement of credit hire claims and prompt correct liability decision making
• Act as a key link between the mitigation department and the wider business to help ensure mitigation awareness across the business is maintained
• Impart technical knowledge to the team by way of mentoring and coaching with the ability to display a thorough knowledge on areas of indemnity, liability, and credit hire
• Maximise capture opportunity for our panel of service providers delivering the right outcome for both the customer and Acorn Insurance
• To participate in the design, development and implementation of new claims management process improvements and assist with the design and delivery of training
• Ensure the effective management of inbound call handling philosophies are adhered to

What we’re looking for:

• Experience of motor claims is essential
• Experience in handler and/or managing credit hire claims is desired but not essential
• Proven ability to positively influence team members through a culture of openness, trust, and respect to achieve optimum performance
• To lead by example and endorse the company behaviours and values
• Highly motivated self-starter
• Clear, focused and determined approach to problem solving
• Authoritative manner with ability to listen
• Persuasive, strong, and confident communication skills
• People Management experience essential

At Acorn Insurance, we offer comprehensive training and continuous in-house coaching. You will receive in-depth, FCA-regulated industry knowledge and all the tools necessary to grow your career with us. We celebrate diversity and are committed to fostering a culture where everyone feels respected and valued.

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard. Unfortunately, due to the length of training and complexity of the role, we can only accept applications from candidates who have at least one year remaining on their (Graduate/ Post study work) visa. Unfortunately, we are unable to provide visa sponsorships.

At Acorn, we are committed to creating an inclusive and supportive work environment. We recognise that candidates may have specific needs and are happy to consider reasonable adjustments to the recruitment process and working environment to accommodate individual requirements.