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**: 37.5 hours per week; Monday to Friday 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. THE START DATE FOR THIS ROLE WILL BE 11TH AUGUST. **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 About Acorn Insurance With over 40 years of experience, Acorn Insurance is a specialist provider dedicated to helping individuals secure motor insurance across the UK. We proudly serve more than 50,000 customers, ensuring they find policies that meet their needs and provide the peace of mind that comes with high-quality cover. At Acorn Insurance, we offer comprehensive training and continuous in-house coaching. You'll receive in-depth, FCA-regulated industry knowledge and all the tools necessary to grow your career with us. We celebrate diversity and are committed to fostering a culture where everyone feels respected and valued. As a Disability Confident Level 1 and Level 2 employer, we ensure our workplace is accessible and inclusive, encouraging our people to bring their best selves to work every day. The Acorn Group has been recognised as a Great Place to Work for 2024/5. A record number of employees participated in our survey, overwhelmingly highlighting our welcoming and supportive atmosphere as an excellent place to build a career. We are committed to continuous improvement and have ambitious plans for 2025. 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: **Wellbeing**: - 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) - Enhanced paternity pay and 16 weeks full maternity pay. - Colleague Assistance programme offers a suite of wellbeing services such as: - 6 Free Counselling sessions per year - Unlimited access to a telephone councillor 24/7 - Access to a free 4-week programme of cognitive behavioural therapy (CBT) with a trained therapist mentor. - Network of internal qualified mental health first aiders are available to provide support to colleagues. **Financial**: - A core level of life assurance with the option to increase cover via salary sacrifice and add your spouse/partner - Ability to access your earnings before payday via Dayforce Wallet. - Company pension scheme - Refer a friend scheme with a £2