We are looking for a Complaints Handler who is passionate about delivering an outstanding customer service.
If you are self-motivated, detail orientated, have great communication skills and a desire to achieve then this may be the role for you.
Role:
Complaints Handler
Location:
Liverpool, Hybrid
Salary:
£27,515 plus up to £2000 performance related bonus
Working Hours:
Monday to Friday, 37.5 hours between 9am and 5:30pm
The Complaints function provides first class customer service and plays a critical role in improving services, products, and processes throughout the company.
What you will be doing:
* Investigate complaints fairly, efficiently and in line with all company procedures, regulatory expectations and TCF.
* Compile professional and appropriate responses to complaints, maintaining high standard of customer service at all times.
* Promote a positive complaint handling culture within the business, supporting the efficient, fair and consistent handling of complaints throughout the organisation.
* Liaise with front line departments and managers to ensure effective handling of complaints and actions to prevent recurrence.
* Investigate Financial Ombudsmen Service ("FOS") complaints, compiling responses, and analysing FOS decisions.
* Ensure complaints are recorded accurately on the system.
* Assist with effective root cause analysis procedures to identify the underlying causes of customer complaints.
* Support reporting by identifying key trends, root cause and corrective actions.
* Contribute to the development of complaints procedures and the complaints system.
* Maintain knowledge of relevant departments' processes and procedures, as well as regulatory guidelines and information.
What we're looking for:
* Investigate complaints fairly, efficiently and in line with all company procedures, regulatory expectations and TCF.
* Compile professional and appropriate responses to complaints, maintaining high standard of customer service at all times.
* Promote a positive complaint handling culture within the business, supporting the efficient, fair and consistent handling of complaints throughout the organisation.
* Liaise with front line departments and managers to ensure effective handling of complaints and actions to prevent recurrence.
* Investigate Financial Ombudsmen Service ("FOS") complaints, compiling responses, and analysing FOS decisions.
* Ensure complaints are recorded accurately on the system.
* Assist with effective root cause analysis procedures to identify the underlying causes of customer complaints.
* Support reporting by identifying key trends, root cause and corrective actions.
* Contribute to the development of complaints procedures and the complaints system.
* Maintain knowledge of relevant departments' processes and procedures, as well as regulatory guidelines and information.
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 other
* We challenge the status quo
* We succeed when we help those around us succeed
* We decide quickly when the smart thing to do is use our judgement
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 colleague's:
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 – championing mental health and wellbeing
* Disability Confident Level 1 & 2 – creating accessible, inclusive opportunities
* Menopause Friendly accredited – supporting every stage of life
* Armed Forces Covenant signatory – honouring those who serve
* Great Places to Work 2024/25 – fostering an engaging and positive workplace culture
* Best Place to Work for Development – proud to be investing in people's future
* Best 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:
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.