Responsibility for managing a team of motor insurance complaints handlers to ensure efficient and effective handling of claims complaints while maintaining compliance with regulatory requirements.
Role:Complaints Team Leader
Working hours:37.5 hours a week. Monday to Friday, 9:00am to 5:30pm
Salary:£34,737 - £43,750 plus a performance related bonus of up to £2,500 annually
What you will be doing:
* Lead and manage a team of claims Complaints Handlers, providing guidance, support, and coaching to ensure excellent individual team performance.
* Ensure all team members adhere to the FCA and FOS regulations when handling motor insurance claims complaints.
* Monitor and review team performance, providing regular feedback and implementing necessary training programs to enhance skills and knowledge, aligned to the claim’s competency framework.
* Handle complex or escalated complaints, ensuring prompt resolution while maintaining customer satisfaction.
* Collaborate with other departments to ensure seamless communication and efficient claims handling.
* Stay updated on changes in FCA and FOS regulations and communicate these changes to the team, implementing and advising on necessary process changes.
* Contribute towards the maintenance of strong relationships with internal and external stakeholders, including customers, insurers, and regulatory bodies.
* Support the Complaints Manager in analysis of data, and production of reports on team performance, complaint trends, and other relevant metrics to identify continuous improvement.
* Ensure all complaints are logged, tracked, and resolved within the required timeframes.
* Uphold excellent customer service standards, ensuring timely and accurate responses to customer feedback and complaints.
What we’re looking for:
* Extensive experience of Customer services in the insurance claims industry.
* In-depth knowledge of UK FCA and FOS regulations regarding insurance claims complaints.
* Excellent communication and interpersonal skills, with the ability to effectively lead and motivate a team.
* Strong customer service orientation and the ability to handle escalated complaints with empathy and professionalism.
* Analytical mindset with the ability to interpret data and produce meaningful reports.
* Strong organisational and time management skills, with the ability to prioritise tasks and meet deadlines.
* Effective problem-solving skills and the ability to make sound decisions under pressure.
* Demonstrated ability to adapt to changing regulatory requirements and support the Complaints Manager with implementation of any process changes.
* A commitment to maintaining the highest standards of integrity and ethics.
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.
At Acorn Insurance, we offer comprehensive training and continuous in-house coaching. You'll receive in-depth, FCA-regulated industry knowledge and all the tools necessary to grow your career with us.
We celebrate diversity and are committed to fostering a culture where everyone feels respected and valued. As a Disability Confident Level 1 and Level 2 employer, we ensure our workplace is accessible and inclusive, encouraging our people to bring their best selves to work every day.
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.
Why Acorn Insurance?
Acorn Insurance want to give you more than a job, we want to give you a purpose and a career. So, what can we offer you as an employer? Some of the "your tomorrow" benefits you will receive include:
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.
* 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 and 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.
Please visit our website to view more of our excellent work benefits!
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.
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