The Claims Governance Team is a department where independence of thought, integrity and the ability to maintain confidentiality are essential.
As a Claims Quality Analyst, you will be working with the Claims Audit Lead and Claims Auditor, providing insight by undertaking QA Activity, utilizing the Quality Management System. This will help to ensure Regulatory compliance, and good Governance controls are operating effectively to mitigate risks.
You will act as an effective team member providing support in a collaborative way to ensure that all required activity is completed, whilst building effective working relationships with the wider Governance Team and with Team Leaders.
Role: Claims Quality Analyst
Location: Liverpool or Sevenoaks with hybrid working. Also open to fully remote for those unable to travel to these locations.
Working hours: 37.5 hours a week - Monday to Friday from 9am to 5:30pm
Salary: £26,567- £34,210 DOE, plus an up to £2000 annual bonus, paid out quarterly
What you will be doing
* Complete accurate and insightful QA reviews on customer contacts, calls, webchats, administration and business processes.
* Maintain consistency in approach to QA monitoring.
* Identify opportunities to enhance operational efficiency and effectiveness for areas under review.
* Achieve oversight volumes accurately with identification of root causes.
* Build and maintain strong working relationships with operational areas you support and good working relationships with Team Leaders to understand processes.
* Be accountable for meeting deliverables, KPIs, and Quality standards.
* Contribute to the overall effectiveness and value of the QA function by recommending and developing innovative solutions.
* Adhere to FCA, TCF and Data Protection Regulations and other regulatory requirements.
* Maintain Insurance knowledge, understanding how legislation developments affect claim handling.
* Undertake other reasonable tasks and projects as required by your Manager
What we’re looking for
* Excellent written English and report writing skills
* Direct experience of working in customer facing teams
* Demonstrable investigation skills, identifying customer detriment and root causes
* Motivated self-starter who can plan and deliver against deadlines with a track record of delivery
* Understands the regulatory framework in which Haven Claims operates, keeping knowledge up to date
* Enthusiasm and passion for Quality, whilst retaining a pragmatic approach
* Independence and discretion, keeping colleagues’ performance confidential
* Excellent communication and interpersonal skills.
* Career focused, having attained or willingness to work towards relevant Industry qualifications
About Acorn Insurance
We are a growing business with great opportunities to build your knowledge of the financial services industry. As a specialist insurance provider, we have over 40 years of experience helping people secure motor insurance across all of the UK. We help more than 50,000 customers to find a policy that meets their needs and gives them the peace of mind that comes with high-quality insurance.
At Acorn Insurance we provide full training and continuous coaching inhouse you will be given full in-depth FCA regulated industry knowledge and have all the tools necessary to help you personally grow your career with the business.
We celebrate difference and it’s important to us that we have a culture where our people feel respected and valued for who they are. We pride ourselves on being accessible and encourage inclusive environments where our people can always give and show the very best of themselves.
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:
* 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)
* Additional Buy & Sell Holidays
* Company Sick Pay Scheme
* Company Paid Maternity & Paternity Leave
* Generous Company Pension Scheme
* A comprehensive Mental Health support system via the health assured Employee Assistance Programme (EAP)
* A wide network of mental health first aiders.
* Our very own reward and discount platform "Your tomorrow"
* Fresh fruit Deliveries twice a week
* £250 Refer a friend bonus
* Cycle to work scheme
* Free eye test vouchers and a contribution towards the frames
* Regular Employment Engagement including ongoing competitions with fantastic prizes
All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to 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.
' The Acorn Group is a Great Place to Work 2024/5.A record number of Acorn employees completed the survey. The results overwhelmingly revealed that the group is welcoming, supportive and a great place to forge a career.There is always room for improvement though. We have big plans to improve even further in 2025.'
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