Job Title: First Response Unit Claims Handler Location: Liverpool Salary: £25,877 per annum plus a performance related bonus of £4200 paid on a quarterly basis, once established within your role Job Type: Permanent, Full Time Working hours: 37.5 hours per week. Monday to Friday on rota basis 8.00am - 8.00pm, 1 in 3 Weekends 9.00am - 5.00pm. (Hybrid) About the Role: As an FNOL 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. What you will be doing: Providing a professional and proactive response in assessing claims in line with policy and procedureProviding an empathetic service to clients who have been involved in road traffic incidentsLiaise with external companies and internal departments in a timely and professional manner in order to effectively process the customers claim notificationTo resolve any issues avoiding expressions of dissatisfaction escalating into complaintsHandle First Notification of Loss (FNOL) calls, entering relevant claims detailsAssessing new claims in accordance with policy terms and conditionsIdentify and initiate any potential recoveries from 3rd partiesHandle any complaints in line with FCA guidelinesIdentifying key requirements for replacement vehiclesWork to agreed SLA's and KPI's What we're looking for: Excellent customer service skillsNaturally empathetic and the ability to connect with peopleQuick fast paced problem-solving abilityPositive can-do attitudeGood IT skills and a confident communicatorExcellent organisational and prioritisation skills with a strong attention to detailHave 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 otherWe challenge the status quoWe succeed when we help those around us succeedWe decide quickly when the smart thing to do is use our judgement Benefits: 35 days' holiday (including bank holidays) with additional buy/sell options24/7 mental health support & free counselling availableGrow with us: Through career fairs, leadership programs, and learning on the go!Flexible benefits, including early access to salary via our internal platformHybrid working options to support work-life balance and individual needsRecognition awards, social events & more Our Commitment to our colleagues: Mindful Employer - championing mental health and well-beingDisability Confident Level 1 & 2 - creating accessible, inclusive opportunitiesMenopause Friendly accredited - supporting every stage of lifeArmed Forces Covenant signatory - honouring those who serveGreat Places to Work 2024/25 - fostering an engaging and positive workplace cultureBest Place to Work for Development - proud to be investing in people's futureBest 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: If your application is successful, we will commence relevant employment checks prior to you commencing employment with us. These will include a standard criminal record check and an insolvency register check. 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 Claims Executive, Claims Account Manager, Claims Customer Service, Claims Advisor, Claims Assistant may all be considered.