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, Working Hours, and Compensation

• 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

Responsibilities

• Lead a team of credit hire handlers within our mitigation department
• Performance management of staff, including quality auditing, absenteeism, holidays, time management, SLA adherence, monthly one‑to‑one meetings, performance reviews, training and development, disciplinary procedures, and staff welfare.
• Undertake handler audits of a minimum of five file audits per handler per month, highlighting trends, training and development needs, and driving data within the claim file to enable effective settlement of credit hire claims and prompt liability decisions.
• Act as a key link between the mitigation department and the wider business to promote mitigation awareness across the business.
• Impart technical knowledge to the team through mentoring and coaching, demonstrating thorough knowledge of indemnity, liability, and credit hire.
• Maximise capture opportunity for our panel of service providers to deliver the right outcome for both the customer and Acorn Insurance.
• Participate in the design, development, and implementation of new claims management process improvements and assist with the design and delivery of training.
• Ensure inbound call handling philosophies are effectively managed.

Qualifications and Experience

• Experience of motor claims is essential.
• Experience in handler and/or managing credit hire claims desirable but not essential.
• Proven ability to influence team members through a culture of openness, trust, and respect to achieve optimum performance.
• Lead by example and endorse 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.

Benefits and Perks

• Maximum of 35 days’ holiday (depending on role and tenure) including bank holidays, with additional buy/sell options.
• 24/7 mental health support and free counselling available.
• Career fairs, leadership programs, and learning on the go.
• Flexible benefits, including early access to salary via an internal platform.
• Hybrid working options to support work‑life balance and individual needs.
• 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 – investing in people’s future.
• Best Place to Work for Women – breaking down barriers to women's career progression.

Equal Employment Opportunity

We are an equal opportunity employer and welcome applications from all suitably qualified individuals regardless of age, race, gender, disability, or other status.