Claims Complaints Handler

About the Role

As a Complaints Handler, you'll be responsible for delivering fair, timely resolutions to motor insurance complaints, in line with company policy, the FCA's Consumer Duty and all other regulatory requirements.

You'll manage complaints from first contact through to final response, including those escalated to the Financial Ombudsman Service. You'll identify root causes, share insight with the wider business to improve the customer journey, and use early, effective decision making to help deliver good outcomes for consumers and minimise the need for complaint related compensation.

Role Details

Role: Claims Governance Complaints Handler

Location: Liverpool or Sevenoaks hybrid

Working hours: 37.5 hours a week - Monday to Friday, between 9am to 5:30pm

Salary: £22,000 - £30,000 depending on experience plus £2,000 performance related bonus potential per annum, achieved quarterly

What You'll Be Doing

• Crushing Your Goals & KPIs - Every day, you'll have the chance to hit clear targets and make a real impact on our customers and our team's success. As you grow and improve, so will your salary!
• Achieving Quality Excellence - Delivering fantastic service will be your superpower. You'll shine in call and file quality audits and always strive to meet our high standards while delivering consistently good outcomes for consumers under the FCA Consumer Duty.
• Turning Complaints into Opportunities - Every complaint is an opportunity to WOW a customer. You'll turn difficult situations around with your patience, empathy and problem solving skills, resolving both reportable and non reportable motor insurance complaints fairly and promptly.
• Managing Complaints from Start to Finish - You'll own each complaint throughout its lifecycle - from first contact through to final response, including complaints that may be escalated to the Financial Ombudsman Service. You'll gather and review all relevant evidence, make fair and reasonable decisions, and clearly explain your rationale to customers.
• Owning Data & Regulatory Timelines - You'll capture and record accurate, high quality data at every stage of the complaint journey, protecting its integrity from start to finish. You'll manage your diary and workload effectively to minimise complaint lifecycles and ensure all regulatory deadlines are met.
• Managing Financial Exposure - You'll accurately assess the financial impact of complaints, taking early, effective decisions to minimise complaint related compensation while still delivering good outcomes for consumers.
• Driving Continuous Improvement - By identifying root causes and spotting trends, you'll provide feedback to the wider business to help improve our products, processes and overall customer journey.
• Providing VIP Service to Every Customer - Whether you're helping a regular customer or someone going through a tough time, you'll go above and beyond to make their experience as positive as possible.
• Being a Brand Ambassador - You'll proudly represent our brand and values, creating an exceptional experience for everyone you interact with - customers, colleagues and external partners.

What We're Looking For

• Motivation & Drive - You're passionate about providing exceptional service, tackling challenges head on, and continuously improving how you work.
• Strong Communication Skills - You'll be handling complaints via phone, email and potentially webchat - you're great at explaining things clearly and making customers feel heard, respected and valued.
• Empathy & Patience - You can handle tricky situations with calm and professionalism, showing genuine empathy and care, especially for customers who may need a little extra support.
• Goal Orientated & Commercial - You love a challenge and take pride in hitting your targets, while also making balanced, commercial decisions that support both good customer outcomes and business needs.
• Attention to Detail - Accuracy matters - you have an eye for detail when investigating complaints, assessing evidence, and recording information.
• Regulatory Awareness (or Willingness to Learn) - You already understand, or are keen to develop your knowledge of, FCA regulations, the Consumer Duty and complaint handling rules.
• Team Player & Self Starter - You're a motivated self starter who can work independently, but you also collaborate well with others across Claims and other teams.
• Experience - Previous experience in insurance, financial services or complaint handling is desirable but not essential - full training will be provided.

Why This Opportunity Is So Exciting

• Career Growth with Pay Increases - Start with us and watch your career take off! With full training provided, you'll gain valuable skills and experience that set you up for long term success. As your experience and performance grow, so does your pay.
• Join an Amazing Team - You won't just be another employee - you'll be part of a supportive, friendly team that's always pushing each other to be better.
• Endless Development Opportunities - We believe in continuous growth. As you master new skills and deepen your expertise in complaint handling and insurance, there's always a chance to level up.
• A Fun and Dynamic Environment - This isn't your average job. With a positive, high energy vibe, we make work enjoyable while achieving great things together.

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
• 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

Our Commitment to our colleague's

• 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 progression

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.

Support During Recruitment

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.