Customer Service Claims Handler

Role: Customer Service Claims Handler

Location: Liverpool

Salary: 25,877 starting salary, plus an up to 1,500 performance-related annual bonus, paid quarterly once established within your role

Working hours: 37.5 hours per week, 7.5 hours per day. Monday to Friday rotating shifts between 8:00am to 6:00pm, plus 1 in 5 Saturdays

About the role:

In the role of Customer Service Claims Handler, you will effectively manage a portfolio of motor claims encompassing accident damage from infancy through to settlement. You will work as part of a team to proactively deliver outstanding service and create a positive customer journey

What you will be doing:

• To work as a team to proactively manage a portfolio of customer repair claims through to settlement
• To ensure that complete and thorough indemnity investigations are carried out on all claims
• Work closely with suppliers to fulfil customers' needs during their claims journey
• Utilising our in-house engineers to assess whether the damage sustained is a repairable prospect
• Accurate payment to our customers and their representatives regarding claims settlement
• Demonstrate effective communication skills whilst engaging with our customers through various channels
• Data integrity is key when keeping a record of all activity undertaken throughout the life of the customers claim
• In first party claims our purpose is to help our customers when they need us the most with speed, ease and understanding.
• Listen to understand and help our customers focusing on what matters the most to them
• Role model a 'quality comes first' mindset at all times
• Take full ownership of a customer query only hand-off when it's an exception
• Utilise support from others and tools available when needed
• Focus on solutions for the customer ensuring you take the right route, not always the easy one
• Remove barriers wherever possible in the customers journey to improve overall satisfaction
• Factor in the commercials when resolving the customers claim

What we're looking for:

• Relevant experience in a claims environment or a role within a customer service environment
• Ability to work in a culture of openness, trust and respect
• Working as a team is essential
• Attention to detail
• Demonstrate great customer service skills
• Remain professional and resilient when handling customer complaints
• Motivated self-starter who is confident and a persuasive communicator
• PC literate with excellent administration and processing skills
• Endorse and drive the company values and behaviours

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

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 organisations that share our commitment to people and growth:

• Mindful Employer
• Disability Confident Level 1 & 2
• Menopause Friendly accredited
• Armed Forces Covenant signatory
• Great Places to Work 2024/25
• Best Place to Work for Development
• Best Place to Work for Women

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

Candidates with experience or relevant job titles of; Customer Services Administrator, Customer Service Representative, Customer Support, Client Service, Sales Support, Customer Service Consultant, Customer Service Administrator, Business Support, Office Administrator and Administrative will all be considered