Credit Hire Team Leader in Liverpool

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 Mitigation 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: 37.5 hours, Monday to Friday from 9:00am to 5:30pm

Salary: £35,948.00 - £45,216 plus the opportunity to achieve an annual bonus of up to 10% of your salary

What’s involved:

• 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 one, 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

We are looking for people with:

• 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

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
• 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 colleagues:

• 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

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 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.