Customer Service First Response Unit Claims Handler

Job Title: Customer Service First Response Unit Claims Handler

Location: Liverpool

Salary: £26,938 per annum plus the opportunity to earn a performance-related bonus of £4200 paid on a quarterly basis, once established within your role

Job Type: Full Time, Permanent

Working hours: 37.5 hours per week; Monday to Friday 8.00am - 8.00pm(on a rota basis) 1 in 3 Weekends 9.00am-5.00pm.

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 who have been involved in road traffic incidents

Liaise with external companies and internal departments in a timely and professional manner in order to effectively process the customers claim notification

To resolve any issues avoiding expressions of dissatisfaction escalating into complaints

Handle First Notification of Loss (FNOL) calls, entering relevant claims details

To monitor and manage claims ensuring all services are provided in an agreed timescale

Assessing new claims in accordance with policy terms and conditions

Identify and initiate any potential recoveries from 3rd parties

Handle any complaints in line with FCA guidelines

Identifying key requirements for replacement vehicles

Work to agreed SLA's and KPI's

What we're looking for

Excellent customer service skills

Naturally empathetic and the ability to connect with people

Quick fast paced problem-solving ability

Positive can-do attitude

Good IT skills and a confident communicator

Passionate about working as part of a team

Have the ability to make fast, informed decisions

Excellent organisational and prioritisation skills with a strong attention to detail

Have a desire to develop skills and experience within the insurance industry.

The Ability to deal with challenging customers and third party insurers

Grow with Acorn

At Acorn Insurance, we're 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. From humble beginnings, we've grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024.

We're growing fast, with new opportunities emerging every week. That growth is largely due to the values we share:

We run through walls for our customers and each other

We challenge the status quo

We succeed when we help those around us succeed

We decide quickly when the smart thing to do is use our judgement

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

Grow with us: Through career fairs, leadership programs, and learning on the go!

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 colleague's

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:

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 - proud to be investing in people's future

Best Place to Work for Women - breaking down barriers to women's career progression

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. 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.

Please click the APPLY button to submit your CV for this role.

Candidates with experience or relevant job titles of: Customer Claims Executive, Claims Account Manager, Claims Customer Service, Claims Advisor, Claims Assistant may all be considered.