Operational Team Leader – Mitigation Department
Location: Liverpool (office based with hybrid working available)
Working hours: 37.5 hours, Monday to Friday from 9:00am to 5:30pm
Salary: £35,948.00 - £45,216 + annual bonus up to 10% of salary
Responsibilities
* Lead a team of credit hire handlers within the mitigation department.
* Manage staff performance, including quality auditing, absence, holidays, time management, SLA compliance, monthly one‑to‑ones, performance reviews, training and development, disciplinary procedures, and staff welfare.
* Conduct handler audits (minimum 5 file audits per handler per month) highlighting trends, training needs, and driving data integration within the claim file for effective settlement of credit hire claims and accurate liability decisions.
* Serve as the primary link between the mitigation department and wider business, ensuring mitigation awareness is maintained across the organisation.
* Mentor and coach the team, demonstrating thorough knowledge of indemnity, liability, and credit hire.
* Maximise capture opportunity for service provider panel to deliver optimal outcomes for customers and Acorn Insurance.
* Participate in design, development and implementation of new claims management process improvements and assist in training delivery.
* Ensure effective management of inbound call handling philosophies is adhered to.
Qualifications
* Experience of motor claims is essential.
* Experience in handler and/or management of credit hire claims is desired but not essential.
* Proven ability to positively influence team members through a culture of openness, trust, and respect to achieve optimum performance.
* Demonstrates leadership by example and endorses company behaviours and values.
* Highly motivated self‑starter.
* Clear, focused, and determined approach to problem solving.
* Authoritative manner with active listening skills.
* Persuasive, strong, and confident communication skills.
Benefits
* Up to 35 days holiday (depending on role and tenure) including bank holidays, with options to buy/sell.
* 24/7 mental health support and free counselling.
* Hybrid working options to support work‑life balance.
* Flexible benefits, including early access to salary via internal platform.
Visa Requirements: Applicants must have at least one year remaining on their Graduate or Post‑Study Work visa. Visa sponsorship is not currently offered.
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