First Response Unit Claims Handler

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

As an FNOL 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.

This is a fantastic role to start or enhance your career within 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.

Role:
First Response Unit Claims Handler
Location:
Liverpool

Working hours:
Monday to Friday, 37.5 hours per week on Rota basis 8:00am-8:00pm, 1 in 3 Weekends 9.00am-5.00pm

Salary: £25,877 per annum plus the opportunity to earn a performance related bonus of £4200 paid on a quarterly basis, once established within your role.

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

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

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 colleagues:
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 well-being
• 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.