Customer Service Fire & Theft Claims Handler

Job Title: Customer Service Fire & Theft Claims Handler

Location: Liverpool / Sevenoaks

Salary: £28,747 to £34,913 Plus up to £1,500 performance related bonus per annum

Job Type: Permanent, Full Time

Working Hours: 37.5 hours a week. Monday to Friday 8:00am to 6:00pm (on a rota basis), plus 1 in 4 Saturdays

What you will be doing:

Aim towards excellent customer service level expectations and take ownership of all inbound communication
Prompt investigation on the ownership of the vehicle
Ensuring accurate payment to all Stakeholders on their claims
Attention to detail on all work done around the total loss aspect of the claim
Ensure thorough chronological record keeping of all activity within file claim notes
Ensure effective communication to Policyholder, including all claim decisions and progression, reducing the number of inbound calls
Maintain effective diary management to reduce settlement time
Expertly assess policy indemnity and identify fraud indicatorsWhat 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
Passionate about working as part of a team
Have the ability to make fast, informed decisions
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 insurersGrow 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 judgementBenefits:

A maximum of 35 days' holiday (depending on role and tenure) 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 & moreOur 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 wellbeing
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
Armed Forces Defence employer recognition scheme - Supporting 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 progressionIf 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:

If your application is successful, we will commence relevant employment checks prior to you commencing employment with us. These will include a standard criminal record check and an insolvency register check.

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.Please click the APPLY button to submit your CV for this role.

Candidates with experience or relevant job titles of: Insurance Claims Handler, Senior Claim Handler, Customer Claims Executive, Claims Account Manager, Fire Claims Customer Service, Theft Insurance Claims, Third Party Case Handler, Third Party Claims Technician, Fire Claims Advisor, Theft Claims Handler may also be considered for this role