Role: Customer Service Claims Handler
Location: Liverpool
Salary: GBP25,877 starting salary, plus an up to GBP1,500 performance:related annual bonus, paid quarterly once established within your role
Working hours: 37.5 hours per week, 7.5 hours per day. Monday to Friday rotating shifts between 8:00am to 6:00pm, plus 1 in 5 Saturdays
About the role:
In the role of Customer Service Claims Handler, you will effectively manage a portfolio of motor claims encompassing accident damage from infancy through to settlement. You will work as part of a team to proactively deliver outstanding service and create a positive customer journey
What you will be doing:
* To work as a team to proactively manage a portfolio of customer repair claims through to settlement
* To ensure that complete and thorough indemnity investigations are carried out on all claims
* Work closely with suppliers to fulfil customers needs during their claims journey
* Utilising our in:house engineers to assess whether the damage sustained is a repairable prospect
* Accurate payment to our customers and their representatives regarding claims settlement
* Demonstrate effective communication skills whilst engaging with our customers through various channels
* Data integrity is key when keeping a record of all activity undertaken throughout the life of the customers claim
* In first party claims our purpose is to help our customers when they need us the most with speed, ease and understanding.
* Listen to understand and help our customers focusing on what matters the most to them
* Role model a quality comes first mindset at all times
* Take full ownership of a customer query only hand:off when its an exception
* Utilise support from others and tools available when needed
* Focus on solutions for the customer ensuring you take the right route, not always the easy one
* Remove barriers wherever possible in the customers journey to improve overall satisfaction
* Factor in the commercials when resolving the customers claim
What were looking for:
* Relevant experience in a claims environment or a role within a customer service environment
* Ability to work in a culture of openness, trust and respect
* Working as a team is essential
* Attention to detail
* Demonstrate great customer service skills
* Remain professional and resilient when handling customer complaints
* Motivated self:starter who is confident and a persuasive communicator
* PC literate with excellent administration and processing skills
* Endorse and drive the company values and behaviours
Grow with Acorn
At Acorn Insurance, were proud of our Liverpool roots : and even prouder of how far weve come. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, weve grown into a national leader, now employing 1,700+ people across the UK and reached a milestone GBP750 million in total value of insurance policies written in 2024
Benefits:
* 35 days holiday (including bank holidays) with additional buy/sell options
* 24/7 mental health support and 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 and more
Our Commitment to our colleagues:
These arent just words : theyre the principles we live by. And were 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
* Disability Confident Level 1 and 2
* Menopause Friendly accredited
* Armed Forces Covenant signatory
* Great Places to Work 2024/25
* Best Place to Work for Development
* Best Place to Work for Women
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