Acorn Group
Claims Governance Complaints Handler
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Role: Claims Complaints Handler
Location: Liverpool or Sevenoaks hybrid
Working hours: 37.5 hours a week - Monday to Friday, between the hours of 9am to 5:30pm
Salary: £29,000 - £35,000 Depending on Experience plus £2000 performance related bonus potential per annum, achieved quarterly
Responsibilities
As a Complaints Handler, you’ll 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.
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🎯 Achieving Quality Excellence
Delivering fantastic service will be your superpower. You’ll 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’ll 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’ll 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’ll gather and review all relevant evidence, make fair and reasonable decisions, and clearly explain your rationale to customers. -
📊 Owning Data & Regulatory Timelines
You’ll capture and record accurate, high‑quality data at every stage of the complaint journey, protecting its integrity from start to finish. You’ll manage your diary and workload effectively to minimise complaint lifecycles and ensure all regulatory deadlines are met. -
💷 Managing Financial Exposure
You’ll 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’ll provide feedback to the wider business to help improve our products, processes and overall customer journey. -
💖 Providing VIP Service to Every Customer
Whether you’re helping a regular customer or someone going through a tough time, you’ll go above and beyond to make their experience as positive as possible. -
🌟 Being a Brand Ambassador
You’ll proudly represent our brand and values, creating an exceptional experience for everyone you interact with — customers, colleagues and external partners.
Requirements
- 🔥 Motivation & Drive
You’re passionate about providing exceptional service, tackling challenges head‑on, and continuously improving how you work.
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🗣 Strong Communication Skills
You’ll be handling complaints via phone, email and potentially webchat – you’re 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’re a motivated self‑starter who can work independently, but you also collaborate well with others across Claims and other teams. -
🧩 Experience
Previous experience in household insurance & Claims Handling is essential, financial services or complaint handling is desirable but not essential – full training will be provided.
Why This Opportunity is So Exciting
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💼 Career Growth with Pay Increases
Start with us and watch your career take off! With full training provided, you’ll 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’ll 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’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
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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 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:
- 🧠 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
We’re really excited that you’re considering joining Acorn! To help everything go smoothly, here are a couple of things to keep in mind:
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.
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