Customer Service Claims Handler

Role: Customer Service Claims Handler

Location: Liverpool

Salary: GBP25,877 per annum plus the opportunity to earn a performance-related bonus of GBP4,200 paid quarterly, once established within your role.

Working hours: 37.5 hours per week, 7.5 hours a day. Monday to Friday on a rota basis 8:00am – 8:00pm, 1 in 3 weekends 9:00am – 5:00pm.

We are looking for a professional candidate, experienced in Customer Service or Claims Handling, to join one of our friendly teams. This is an exciting opportunity to be part of a thriving Claims Department, and we invite applications from candidates with and without experience in Motor claims.

The ideal candidate will have excellent customer service experience and a positive, can-do attitude.

Full training and continuous coaching will be provided to help you achieve your full potential.

START DATE FOR THE ROLE WILL BE 30TH JUNE 2025.

What You Will Be Doing

• Providing a professional and proactive response in assessing claims in line with policy and procedure
• Providing an empathetic service to clients involved in road traffic incidents
• Liaising with external companies and internal departments to effectively process customer claim notifications
• Resolving issues to prevent dissatisfaction and escalation into complaints
• Handling First Notification of Loss (FNOL) calls and entering relevant claim details
• Monitoring and managing claims to ensure all services are provided within the agreed timescale
• Assessing new claims according to policy terms and conditions
• Identifying and initiating recoveries from third parties
• Handling complaints in line with FCA guidelines
• Identifying key requirements for replacement vehicles
• Working to agreed SLAs and KPIs

What We\’re Looking For

• Excellent customer service skills
• Natural empathy and the ability to connect with people
• Fast-paced problem-solving ability
• Positive can-do attitude
• Good IT skills and confident communication
• Motivated self-starter
• Passionate about teamwork

About Acorn Insurance

We are a growing business with great opportunities to build your knowledge of the financial services industry. As a specialist insurance provider with over 40 years of experience, we help more than 50,000 customers across the UK find suitable motor insurance policies, providing peace of mind with high-quality coverage.

We provide full training and ongoing coaching, including in-depth FCA-regulated industry knowledge and tools to help you grow your career with us.

We celebrate diversity and strive to create an inclusive environment where everyone feels respected and valued. Our culture encourages openness and the best in our people.

Wellbeing

• Enhanced annual leave starting at 31 days, potentially increasing to 35 days including bank holidays
• Enhanced paternity pay and 16 weeks of full maternity pay
• Wellbeing services including 6 free counselling sessions per year, unlimited access to a 24/7 telephone counsellor, and a 4-week CBT programme
• Internal mental health first aiders available for support

Financial Benefits

• Core life assurance with options to increase cover and include your spouse/partner
• Access to earnings before payday via Dayforce Wallet
• Company pension scheme

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