Claims Operational Team Leader

1 month ago

Liverpool, Liverpool, United Kingdom Acorn insurance & Financial Services LTD Full time

We are seeking an Operational Team Leader within our Mitigation department to be a pro-active thinker who is highly motivated and leads from front.

Leading a team of Mitigation Handlers, you will drive our culture of openness and hold responsibility for the development and people management aspects of your team.

Job title: Operational Team Leader (Mitigation Department)

Location: Liverpool, office based with potential hybrid working

Working hours: Monday to Friday, 37.5 hours between 9:00am and 5:30pm

Salary:GBP33,000 - GBP42,000 plus an achievable annual bonus of GBP2500 paid quarterly

What you will be doing:

  • Lead a team of credit hire handlers within our mitigation department
  • Performance management of staff, dealing with all aspects of people management including quality auditing, absence, holidays, and time management, adhering to SLA's, monthly one to ones, performance reviews, training and development, disciplinary procedure, and staff welfare
  • Undertaking handler audits of a minimum of 5 file audits per handler per month highlighting trends, training and development needs along with driving integral data within the claim file, effective settlement of credit hire claims and prompt correct liability decision making
  • Act as a key link between the mitigation department and the wider business to help ensure mitigation awareness across the business is maintained
  • Impart technical knowledge to the team by way of mentoring and coaching with the ability to display a thorough knowledge on areas of indemnity, liability, and credit hire
  • Maximise capture opportunity for our panel of service providers delivering the right outcome for both the customer and Acorn Insurance
  • To participate in the design, development and implementation of new claims management process improvements and assist with the design and delivery of training
  • Ensure the effective management of inbound call handling philosophies are adhered to

What we're looking for:

  • Experience of motor claims is essential
  • Experience in handler and/or managing credit hire claims is desired but not essential
  • Proven ability to positively influence team members through a culture of openness, trust, and respect to achieve optimum performance
  • To lead by example and endorse the company behaviours and values
  • Highly motivated self-starter
  • Clear, focused and determined approach to problem solving
  • Authoritative manner with ability to listen
  • Persuasive, strong, and confident communication skills
  • People Management experience essential

About Acorn Insurance

We are a fast-growing specialist motor and home insurer. Our roots are in the taxi insurance space where we have been the market leader for many years and hold 20% of the market share. In recent years we have grown the business significantly and have introduced other product lines, such as home, personal car, courier, and delivery insurance with tremendous success.

We are part of the Acorn Group, which is a key strength and allows us to use an integrated insurance and financing model that gives us an unmatched competitive advantage in the market.

We work hard to give our customers the best price and service, and we have introduced many innovative, industry-first products over the years to better serve our drivers.

How we work

We use a hybrid model that allows for both collaboration and deep work. We spend 2-3 days per week in our historic Liverpool office and the rest remote. We believe this is a good mix of face-to-face time and home working, and it helps us achieve the right balance between work and life.

Why Acorn Insurance?

Acorn Insurance want to give you more than a job, we want to give you a purpose and a career. 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
  • GBP250 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

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.

If you think you would be a great fit for us, but don't meet all the requirements of the role, please contact us as we'd love to discuss how Acorn Insurance could be the next step in your career journey.

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