Acorn Group
Claims Handler
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The First Notification of Loss department
The First Notification of Loss department is a fast-paced and energetic department where no two days are the same. We are looking for people with excellent customer service, response, and resolution skills, who will treat our customers fairly with empathy and respect.
Role: Claims Handler
As a Claims Handler, you are the first point of contact for our customers. You will ensure the delivery of excellent customer service by providing relevant and accurate information to every customer, based on your professional expertise and training that will be provided in-house.
Location
Liverpool City Centre
Working Hours
- Full-time - 37.5 hours per week
- Monday to Friday on a rota basis from 8.00am – 8.00pm
- 1 in 3 weekends from 9.00am-5.00pm
Salary
£26,938 per annum plus the opportunity to earn a performance-related bonus of £4,200 paid on a quarterly basis, once established within your role.
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 to effectively process the customer's 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
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- 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
- Motivated self-starter
- Passionate about working as part of a team
- Have the ability to make fast, informed decisions
- Good sales, negotiation, and persuasion skills
- Excellent organizational and prioritization 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
- 🌴 35 days’ holiday (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 organizations that share our commitment to people and growth:
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- 🧠 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
- 🏆 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:
- 🔍 Checks & Clearances: All roles at Acorn are subject to DBS and financial checks. Any offer we make will be conditional until these are completed to a satisfactory standard.
- 🌍 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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