Operational Team Leader in Liverpool

As a leader within our Intervention Team, you will play a key role in delivering excellent claim journeys for our non-fault third parties claiming through Acorn. You will focus on supporting your team to create positive customer experiences, make commercially intelligent decisions, and consistently deliver high-quality outcomes.

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 £2,500 (paid quarterly)

Responsibilities

• Lead a team of Intervention Handlers within the Mitigation Department, ensuring consistent delivery of high-quality claim handling.
• Drive all performance management activities, including:
• Quality auditing
• Absence management
• Holiday coordination
• Time management
• Training and development
• Monthly 1:1s and performance reviews
• Disciplinary procedures
• Supporting overall staff wellbeing
• Conduct a minimum of five file audits per handler per month, identifying trends, providing targeted coaching, and ensuring accurate data capture.
• Proactively mitigate indemnity spend by analysing claim behaviours, identifying leakage risks early, and implementing effective prevention strategies.
• Manage non-fault third-party claims with a focus on reducing indemnity spend, improving customer experience, and ensuring timely, commercially sound decisions.
• Use strong commercial awareness and creative problem-solving to make decisions that minimise claim costs while maintaining fairness and compliance.
• Build strong rapport with clients and external partners to support efficient claim progression and positive outcomes.
• Act as a key link between FNOL and wider business functions, promoting strong mitigation awareness and a collaborative working culture.
• Work closely with departments such as FNOL, Fraud, Mitigation, Claims Operations, and the Support Team to streamline processes, resolve escalations, and support continuous improvement.
• Provide technical coaching and mentoring, demonstrating strong knowledge of indemnity, liability, credit hire, and claims strategy.
• Maximise capture opportunities for our panel of service providers to drive the best outcomes for both customers and Acorn Insurance.
• Contribute to the design, development, and implementation of improved claims processes, including supporting training content and delivery.
• Ensure adherence to inbound call-handling principles to maintain consistency and service excellence.
• Oversee KPI performance, coaching team members to meet and exceed goals across quality, productivity, timeliness, and customer experience.

What We’re Looking For

• Essential motor claims experience, with a strong understanding of claims handling principles.
• Proven ability to positively influence, motivate, and lead teams through openness, trust, and respect.
• A leader who sets the standard, consistently modelling company behaviours and values.
• A highly motivated self-starter with a proactive and forward-thinking approach.
• A clear, focused, and determined problem solver with strong commercial awareness.
• Confident and authoritative communicator with excellent listening skills.
• Strong persuasive ability and confidence to appropriately challenge decisions.
• Essential people-management experience, particularly in coaching, KPI management, and performance improvement within a claims environment.

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.

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.