First Response Unit - FRU Handler

The First Notification of Loss department is a fast paced and energetic department where no two days are the same and customer service is key. We are looking for people with excellent customer service, response, and resolution skills, who will treat our customer fairly with empathy and respect.

As a Customer Service Claims 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.

Customer Service Claims Handler is a fantastic role to start or enhance your career in the Insurance sector. Located in an amazing city centre location with fantastic views, transport links and very close to shops, restaurants, and many tourist attractions.

THE START DATE FOR THIS ROLE WILL BE FEBRUARY 10TH 2025

Role: Customer Service Claims Handler

Location: Liverpool

Salary: £24,255 to £25,876 OTE* plus up to £4,200 performance related bonus per annum, once established within your role. 

Working hours: You will be working 37.5 hours per week over 5 days (7.5 hours per day) between Monday to Sunday. Monday to Friday hours will be between 8:00am and 8:00pm on a rolling rota. Saturday and Sunday hours will be between 9:00am and 5:30pm and will be once every 3 weeks. You will be given time back in lieu for any weekend working. 

What you will be doing:

• Providing a professional and proactive response in assessing claims in line with policy and procedure
• Providing an empathetic service to clients who have been involved in road traffic incidents
• Liaise with external companies and internal departments in a timely and professional manner in order to effectively process the customers claim notification
• To resolve any issues avoiding expressions of dissatisfaction escalating into complaints
• Handle First Notification of Loss (FNOL) calls, entering relevant claims details
• To monitor and manage claims ensuring all services are provided in an agreed timescale
• Assessing new claims in accordance with policy terms and conditions
• Identify and initiate any potential recoveries from 3rd parties
• Handle any complaints in line with FCA guidelines
• Identifying key requirements for replacement vehicles
• Work to agreed SLA’s and KPI’s for customer service claims handling

What we’re looking for:

• Excellent customer service skills
• Naturally empathetic and the ability to connect with people
• Quick fast paced problem-solving ability
• Positive can-do attitude
• Good IT skills and a confident communicator
• Motivated self-starter
• Passionate about working as part of a team
• Have the ability to make fast, informed decisions
• Good sales, negotiation and persuasion skills
• Excellent organisational and prioritisation skills with a strong attention to detail
• Have a desire to develop skills and experience within the insurance industry
• The Ability to deal with challenging customers and third party insurers

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
• Charity fundraising events

'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.'

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