Customer Service Claims Handler

Acorn Group; Liverpool; On-site; GBP 25,000 - 30,000; Full time

Job summary

A financial services company is seeking a Customer Service Claims Handler in Liverpool to manage motor claims and deliver outstanding customer service. This role involves working closely with teams to fulfill customer needs and ensure satisfaction. Ideal candidates will demonstrate effective communication skills and have relevant experience in claims or customer service environments. The position offers a starting salary of £25,877 and a performance-related annual bonus, with flexible working options.

Benefits

35 days' holiday

24/7 mental health support

Career development opportunities

Flexible benefits

Hybrid working options

Qualifications

• Experience in a claims or customer service environment.
• Strong focus on teamwork and collaboration.
• Attention to detail in all tasks.

Responsibilities

• Manage a portfolio of customer repair claims.
• Conduct thorough indemnity investigations.
• Ensure accurate payments and communication with customers.

Skills

Relevant experience in a claims environment

Ability to work in a culture of openness

Teamwork skills

Attention to detail

Great customer service skills

Professionalism and resilience

Motivated self-starter

PC literate

Job description

Customer Service Claims Handler

Acorn Insurance and Financial Services Limited

Pay range

This range is provided by Acorn Insurance and Financial Services Limited. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Role: Customer Service Claims Handler

Location: Liverpool

Salary: £25,877 starting salary, plus an up to £1,500 performance‑related annual bonus, paid quarterly once established within your role.

Working hours: 37.5 hours per week, 7.5 hours per day. Monday to Friday rotating shifts between 8:00am to 6:00pm, plus 1 in 5 Saturdays.

About the role

In the role of Customer Service Claims Handler, you will effectively manage a portfolio of motor claims encompassing accident damage from infancy through to settlement. You will work as part of a team to proactively deliver outstanding service and create a positive customer journey.

What you will be doing

• Work as a team to proactively manage a portfolio of customer repair claims through to settlement.
• Ensure that complete and thorough indemnity investigations are carried out on all claims.
• Work closely with suppliers to fulfil customers' needs during their claims journey.
• Utilise our in-house engineers to assess whether the damage sustained is repairable.
• Accurate payment to our customers and their representatives regarding claims settlement.
• Demonstrate effective communication skills whilst engaging with our customers through various channels.
• Maintain data integrity by keeping a record of all activity undertaken throughout the life of the customers claim.
• In first‑party claims, help our customers when they need us the most with speed, ease and understanding.
• Listen to understand and help our customers focusing on what matters the most to them.
• Role model a 'quality comes first' mindset at all times.
• Take full ownership of a customer query, hand‑off only when it's an exception.
• Utilise support from others and tools available when needed.
• Focus on solutions for the customer, ensuring you take the right route, not always the easy one.
• Remove barriers wherever possible in the customers journey to improve overall satisfaction.
• Factor in the commercials when resolving the customers claim.

What we're looking for

• Relevant experience in a claims environment or a role within a customer service environment.
• Ability to work in a culture of openness, trust and respect.
• Teamwork skills; working as a team is essential.
• Attention to detail.
• Great customer service skills.
• Remain professional and resilient when handling customer complaints.
• Motivated self‑starter who is confident and a persuasive communicator.
• PC literate with excellent administration and processing skills.
• Endorse and drive the company values and behaviours.

Benefits

• 35 days' holiday (including bank holidays) with additional buy/sell options.
• 24/7 mental health support & free counselling.
• Career development via 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

• Mindful Employer.
• Disability Confident Level 1 & 2.
• Menopause Friendly accredited.
• Armed Forces Covenant signatory.
• Great Places to Work 2024/25.
• Best Place to Work for Development.
• Best Place to Work for Women.

A Few Things to Know Before You Apply

• 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.

Candidates with experience or relevant job titles of Customer Services Administrator, Customer Service Representative, Customer Support, Client Service, Sales Support, Customer Service Consultant, Business Support, Office Administrator and Administrative will all be considered.

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