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Role: Team Leader
Location: Liverpool, office based
Working hours: Monday to Friday, 37.5 hours between 9am and 5:30pm
Salary: 34,710 - 37,752 plus an achievable annual bonus of 2500, paid quarterly
About Acorn Insurance
With over 40 years of experience, Acorn Insurance is a specialist provider dedicated to helping individuals secure motor insurance across the UK. We proudly serve more than 50,000 customers, ensuring they find policies that meet their needs and provide the peace of mind that comes with high-quality cover.
The Acorn Group has been recognised as a Great Place to Work for 2024/5. A record number of employees participated in our survey, overwhelmingly highlighting our welcoming and supportive atmosphere as an excellent place to build a career. We are committed to continuous improvement and have ambitious plans for 2025.
What you will be doing:
- Lead a team of Repair Progression Handlers
- To deliver outstanding customer service to create a positive customer journey
- To deliver on out claims promise efficiently, smoothly and empathetically
- Performance management of staff, dealing with all aspects of people management including quality auditing, absence, holidays, and time management, adhering to SLA's, monthly one to ones, performance reviews, training and development, disciplinary procedure, and staff welfare
- Undertaking handler audits of a minimum of 5 file audits per handler per month highlighting trends, training and development needs along with driving integral data within the claim file and prompt correct liability decision making
- Impart technical knowledge to the team by way of mentoring and coaching with the ability to display a thorough knowledge on areas of indemnity, liability, and validation
- Maximise capture opportunity for our panel of service providers delivering the right outcome for both the customer and Acorn Insurance
- To participate in the design, development and implementation of new claims management process improvements and assist with the design and delivery of training
- Ensure the effective management of inbound call handling philosophies are adhered to
About you:
- Proven ability to positively influence team members through a culture of openness, trust, and respect to achieve optimum performance
- To lead by example and endorse the company behaviours and values
- Previous motor claims experience would be advantageous however not essential
- Highly motivated self-starter
- Clear, focused and determined approach to problem solving
- Authoritative manner with ability to listen
- Persuasive, strong, and confident communication skills
- People Management experience essential
Wellbeing:
- Enhanced Annual Leave entitlement starting at 31 days and potentially increasing to 35 days per year depending on grade & length of service (including bank holidays)
- Enhanced paternity pay and 16 weeks full maternity pay
- Colleague Assistance programme offers a suite of wellbeing services such as:
- 6 Free Counselling sessions per year
- Unlimited access to a telephone councillor 24/7
- Access to a free 4-week programme of cognitive behavioural therapy (CBT) with a trained therapist mentor.
- Network of internal qualified mental health first aiders are available to provide support to colleagues
Financial:
- A core level of life assurance with the option to increase cover via salary sacrifice and add your spouse/partner
- Ability to access your earnings before payday via Dayforce Wallet
- Company pension scheme
- Refer a friend scheme with a 250 bonus for every colleague recommended on passing their probation period
- Access to a flexible benefits platform including an annual flex pot allowance to spend on over 15 benefits of your choice
- Ability to give back. You can opt into donating money to charity to climate positive organisations directly from your salary
Reward, Recognition & Culture:
- Long Service Award paid on 5,10- and 15-years' service
- A reward and recognition hub to celebrate and reward colleagues and peers.
- Consistent and engaging company events including company awards, competitions and charity fundraisers.
- Budgets for department leaders to use for social and engagement events.
All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.
Unfortunately, due to the length of training and complexity of the role, we can only accept applications from candidates who have at least one year remaining on their (Graduate/ Post study work) visa. Unfortunately, we are unable to provide visa sponsorships.
At Acorn, we are committed to creating an inclusive and supportive work environment. We recognise that candidates may have specific needs and are happy to consider reasonable adjustments to the recruitment process and working environment to accommodate individual requirements. Whether it's modifying equipment, adjusting working hours, or providing additional support, we aim to ensure all employees can perform at their best. If you require any reasonable adjustments, please let us know during the application or interview process, and we will work with you to ensure your needs are met.
Candidates with experience of: Senior Customer Service Representative, Client Services Executive, Customer Relationship Executive, Customer Service Manager may be considered for this role
