Claims Governance Complaints Handler in Sevenoaks

As a Complaints Handler, you will be responsible for delivering fair, timely resolutions to motor insurance complaints, in line with company policy, the FCA's Consumer Duty and all other regulatory requirements. You will manage complaints from first contact through to final response, including those escalated to the Financial Ombudsman Service. You will identify root causes, share insight with the wider business to improve the customer journey, and use early, effective decision making to help deliver good outcomes for consumers and minimise the need for complaint related compensation.

What You Will Be Doing:

• Crushing Your Goals & KPIs: Every day, you will have the chance to hit clear targets and make a real impact on our customers and our team’s success. As you grow and improve, so will your salary.
• Achieving Quality Excellence: Delivering fantastic service will be your superpower. You will shine in call and file quality audits and always strive to meet our high standards while delivering consistently good outcomes for consumers under the FCA Consumer Duty.
• Turning Complaints into Opportunities: Every complaint is an opportunity to WOW a customer. You will turn difficult situations around with your patience, empathy and problem solving skills, resolving both reportable and non reportable motor insurance complaints fairly and promptly.
• Managing Complaints from Start to Finish: You will own each complaint throughout its lifecycle — from first contact through to final response, including complaints that may be escalated to the Financial Ombudsman Service. You will gather and review all relevant evidence, make fair and reasonable decisions, and clearly explain your rationale to customers.
• Owning Data & Regulatory Timelines: You will capture and record accurate, high quality data at every stage of the complaint journey, protecting its integrity from start to finish. You will manage your diary and workload effectively to minimise complaint lifecycles and ensure all regulatory deadlines are met.
• Managing Financial Exposure: You will accurately assess the financial impact of complaints, taking early, effective decisions to minimise complaint related compensation while still delivering good outcomes for consumers.
• Driving Continuous Improvement: By identifying root causes and spotting trends, you will provide feedback to the wider business to help improve our products, processes and overall customer journey.
• Providing VIP Service to Every Customer: Whether you are helping a regular customer or someone going through a tough time, you will go above and beyond to make their experience as positive as possible.
• Being a Brand Ambassador: You will proudly represent our brand and values, creating an exceptional experience for everyone you interact with — customers, colleagues and external partners.

What We Are Looking For:

• Motivation & Drive: You are passionate about providing exceptional service, tackling challenges head on, and continuously improving how you work.
• Strong Communication Skills: You will be handling complaints via phone, email and potentially webchat – you are great at explaining things clearly and making customers feel heard, respected and valued.
• Empathy & Patience: You can handle tricky situations with calm and professionalism, showing genuine empathy and care, especially for customers who may need a little extra support.
• Goal Orientated & Commercial: You love a challenge and take pride in hitting your targets, while also making balanced, commercial decisions that support both good customer outcomes and business needs.
• Attention to Detail: Accuracy matters – you have an eye for detail when investigating complaints, assessing evidence, and recording information.
• Regulatory Awareness (or Willingness to Learn): You already understand, or are keen to develop your knowledge of, FCA regulations, the Consumer Duty and complaint handling rules.
• Team Player & Self Starter: You are a motivated self starter who can work independently, but you also collaborate well with others across Claims and other teams.
• Experience: Previous experience in insurance, financial services or complaint handling is desirable but not essential – full training will be provided.

Why This Opportunity is So Exciting:

• Career Growth with Pay Increases: Start with us and watch your career take off. With full training provided, you will gain valuable skills and experience that set you up for long term success. As your experience and performance grow, so does your pay.
• Join an Amazing Team: You won’t just be another employee – you will be part of a supportive, friendly team that’s always pushing each other to be better.
• Endless Development Opportunities: We believe in continuous growth. As you master new skills and deepen your expertise in complaint handling and insurance, there’s always a chance to level up.
• A Fun and Dynamic Environment: This isn’t your average job. With a positive, high energy vibe, we make work enjoyable while achieving great things together.
• Grow with Acorn: At Acorn Insurance, we are 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.

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: 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.

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.