Complaints Handler

A fantastic opportunity for a motivated, customer-centric individual to join an exciting and growing Claims department has become available.

Reporting to the Complaints Team Leader, you will be responsible for managing and resolving a portfolio of customer complaints whilst effectively liaising with the financial Ombudsman Service. The complaints will be in relation to motor insurance claims in line with Consumer Duty, delivering high levels of customer satisfaction and maintaining the reputation of our company.

Role: Complaints Handler (Claims)
Location: Hybrid with office days in Liverpool and/or Sevenoaks
Working hours: 37.5 hours, Monday to Friday from 9am to 5:30pm
Salary: £23,000 – £30,000 per annum plus bonus potential

What you will be doing:

• Receive and acknowledge customer complaints regarding motor insurance claims, ensuring timely and professional communication throughout the process.
• Investigate and assess the validity of complaints, reviewing relevant documents, policies, and claim details to gather all necessary information.
• Liaise with internal departments, such as claims adjusters, underwriters, and legal teams, to gather additional information and resolve complaints effectively.
• Conduct thorough investigations into complaints, including reviewing claim files, policy documents, correspondence, and any other relevant materials.
• Communicate with customers and relevant parties involved in the claim to understand their concerns fully and provide updates on the complaint resolution process.
• Analyse complaint trends and identify areas for improvement in claim handling processes, escalating systemic issues to management for appropriate action.
• Work closely with the claims team to ensure that all complaints are addressed promptly and in compliance with regulatory requirements.
• Provide comprehensive and accurate responses to customers’ complaints, explaining claim decisions, and offering appropriate resolutions or compensation when necessary.
• Maintain detailed and accurate records of all complaint handling activities, ensuring adherence to data protection and confidentiality policies.
• Collaborate with the complaints team to develop and implement strategies for improving customer satisfaction and reducing complaint volumes.
• Ensuring that complaints are resolved to mitigate FOS escalations. Where FOS escalations have been made, handle and correspond with the Financial Ombudsman Service to resolve the complaint.

What we’re looking for:

• Proven experience in handling motor insurance claims or complaints, or a similar role within the insurance industry.
• In-depth understanding of motor insurance claims processes, including knowledge of relevant regulations and legislation.

• Strong analytical skills, with the ability to review and interpret complex information to make informed decisions.
• Excellent communication skills, both written and verbal, enabling you to articulate responses to customers and stakeholders effectively.
• Empathy and patience when dealing with customers, demonstrating a customer-centric approach to complaint resolution.
• Ability to work well under pressure, manage multiple tasks simultaneously, and meet tight deadlines.
• Strong attention to detail, ensuring accuracy in all aspects of complaint handling and documentation.
• Proficiency in using relevant computer systems and software for complaint tracking and reporting.
• Ability to work collaboratively within a team environment, fostering positive relationships with colleagues and stakeholders.
• A commitment to maintaining high ethical standards and upholding company values

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
• Perk Box Online & High Street vouchers and discounts
• 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
• Free self-development & qualifications via Magpie Learning
• A comprehensive Mental Health support a wide network of mental health first aiders and free counselling sessions
• Free Hot Drinks*
• Regular Employment Engagement including ongoing competitions with fantastic prizes.
• Charity fundraising events

*On selected sites

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.