The role of the Operations Manager is to provide highly effective leadership to support and manage Team Leaders to drive, monitor and maintain performance across the claims contact centre operation. Actively mentor your team members, improve quality of service and implement best practice within the department to meet/exceed. What you will be doing:

• Take operational responsibility for the day to day operational performance of the function.
• Manage and develop existing leaders using competency frameworks, providing coaching, 121’s, team meetings and feedback methodologies.
• Ownership of the claims FNOL customer journey & experience.
• Oversee and analyse relevant MI weekly, monthly, quarterly, and annual team performance metrics.
• Liaise with the resourcing planning and in house recruitment team to ensure that capacity models are accurate and optimized to meet customer demand.
• Carry out analysis and insight into contact centre failure demand volumes and frequencies to support data driven recommendations.
• Ensure CSat & NPS ratings are monitored and managed to ensure a highly positive CX is delivering during all customer touchpoints.
• Work closely with training teams to identify areas for improvement and skill gaps across the operation.
• Improve the operational systems and business processes through analysis, insight and collaboration.
• Positively influence the engagement and morale of colleagues and actively promote a collaborative and positive culture.
• Ensure all operations are carried out in an appropriate, cost-effective and customer focused way.
• Contributing significantly to both the long- and short-term business strategies of the company.
• Ensure all operations are carried out in an appropriate, cost-effective way.
• Improve operational management systems, processes, and best practices.
• Manage project issues and ensure project tasks are completed within the time frame.

What we’re looking for:

• Experience in leading Contact Centre Operations
• Excellent understanding of Contact Centre Performance & Management
• Clear vision of excellent UX & CX journeys and outputs
• Ability to analyse MI to make data driven decision on performance improvement
• Strong leadership & people development skills
​

Desirable Requirements:

• Knowledge of motor claims processes
• Strong communication & presentation skills
• Experience of contact centre omni channel platforms
• Knowledge of resource planning and capacity modelling

Apply Now

🢔 Back to search

The Learning and Development Designer will play a vital role in advancing Acorn’s unique culture and enabling the success of our colleagues across the organisation. As an L&D Designer you’ll liaise closely with stakeholders and subject matter experts to understand learning gaps and create engaging learning solutions including eLearning content and face to face workshops. What you will be doing:

• Reporting into the Head of L&D you’ll work as part of the L&D team to develop, deliver and measure learning solutions.
• You’ll develop face to face and eLearning solutions using a variety of media including Canva and Articulate 360.
• You’ll work to agreed project plans, objectives and timescales to ensure the learning solutions are designed, signed off, tested and delivered in accordance with regulatory requirements.
• You’ll work collaboratively across all areas of the group to create highly engaging and bespoke learning solutions deliverable through LMS and deliver train the trainer events.
• Strong organisational, interpersonal and communication skills with a keen eye for detail.

  What we’re looking for:

• Knowledge of claims process, policies and procedures
• Excellent written and verbal communication skills and a high bar for accuracy
• Visual design skills using a variety of media and the ability to storyboard
• Proven track record in the development of training materials and supporting handouts
• Knowledge of eLearning platforms and learning management systems
• Ability to demonstrate return on investment
• MBTI or equivalent
• CIPD

Apply Now

🢔 Back to search

The Pricing and Underwriting department is integral in driving Acorn to realise its ambitions. Our department is fun, friendly and its individuals work hard together to ensure the goals of the business are met. This is a very exciting time for Acorn and we are expanding our team to support the strong growth within the business. We are seeking to enhance our department with data-driven and inquisitive individuals. We’re looking for someone who’s enthusiastic, energetic and keen to learn, if that’s you we promise to provide you with the training, support and opportunities to grow and make a difference. What you will be doing:

• Support the pricing team to get the right pricing to market and deliver performance analysis
• Help build insight and proposals to key stakeholders
• Analyse customer and business statistics to improve products and pricing
• Help understand implications of pricing changes, and the impact and effect of various pricing decisions
• Identify improvements to resolve problems that can impact the business and our customers
• Assist the design and constructions of models to predict the impact of any price change to the overall business
• Research and development covering various data sources
• Competitor analysis and market activity, including researching our market and competitors

What we’re looking for:

• Experience working in an analytical role within a professional environment
• Experience with data manipulation and analysis tools such as Excel, SQL, Power BI etc.
• University degree or A levels/equivalent in mathematics, statistics, sciences advantageous but not essential
• Experience in a General Insurance pricing role would be advantageous but not essential
• Experience of RADAR would be advantageous but not essential
• Be tenacious in your drive to deliver insight with an ability to communicate concepts to various stakeholders using excellent written and verbal communication skills
• Enjoy solving problems with the ability to propose creative and structured solutions
• Have a meticulous attention to detail with a love for data
• Have a desire to challenge the status quo and offer innovative solutions in an initiative-taking manner
• Be comfortable to manage and coordinate changing priorities and be capable of multi-tasking

Apply Now

🢔 Back to search

The UAT Tester will participate in the ongoing testing of software applications, websites and mobile applications consumed by the business and its customers. Included will also be the production of test plans and execution of test plans and usability tests to ensure that the quality of the software delivered is functioning, effective and in line with the business requirements. What you will be doing:

• Recording Test Evidence using a variety of platforms
• Logging defects with external providers
• Defect recreation and documentation of Reproduction steps
• Understand and write UAT test scripts and plans
• Perform UAT Testing
• Communicate Findings
• Document Findings

What we’re looking for:

• 2+ years of experience in UAT Testing
• Eye for detail and ability to spot a fault
• Responsible person capable of working on multiple projects simultaneously
• Good understanding of the STLC/SDLC
• Solid understanding of the client journey and what is important
• JIRA / Devops / Zendesk / Testrail
• ISTQB or Equivalent testing qualification
• Exposure to the Insurance or Financial Services Industry

Apply Now

🢔 Back to search

​

The Insurance Sales Agent role is a fast-paced, customer focused sales position, working in a friendly, target-driven inbound sales environment where teamwork and positivity are part of the company culture, the Insurance Sales Agent position will demand the very best of your sales and customer services skills as you deal with new and existing customers. If you are a self-motivated individual who can build rapport with people from all backgrounds this could be an excellent opportunity for you to join an established Insurance company within the heart of Liverpool City Centre Through 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 and service our customers with all complex queries. What you will be doing:

• Quoting and closing new business enquiries
• Building and maintaining long-standing client relationships
• Amending customer policies, payments and schedules
• Retaining existing clients at renewal
• Supporting customers with existing policy amendments
• Working towards individual and team targets
• Providing excellent rapport building skills
• Handling sensitive information and following data protection principles
• Adhering to strict FCA guidelines
• Providing a professional service and promoting our brand in a positive manner
​

What we’re looking for:

• Clear and effective communication skills
• Ability to assist with clients of all ages and backgrounds
• Excellent organisational skills and ability to prioritise work
• Strong literacy & numeracy skills
• Ability to develop relationships from scratch
• Excellent telephone manner

- A starting salary of £21,000 per annum. - After 6 months upon successfully passing probation, you will receive an uplift of £500 taking your salary to £21,500 per annum. - After 12 months service upon passing developmental competencies, you will receive a further uplift of £1000 taking your salary to £22,500 per annum. - After 18 months service you will be eligible for a £2000 KPI related bonus per annum taking your total salary to £24,500 per annum. At Acorn Insurance we offer a clear salary progression track from day one. We are passionate about collaborative working, help our new colleagues settle quickly within the office whilst continuing to build our fantastic culture and focusing on personal development. Apply Now

🢔 Back to search

We are currently recruiting a talented Administrator to work within our established Formby office. This is an administration role in which you will ensure that all requests are carried out and processed accurately and in a timely manner whilst dealing with broker enquiries by telephone and e-mail. If you are a self-motivated individual who is customer focused, professional, enthusiastic and has keen attention to detail, then this is a great opportunity to develop your career. What you will be doing:

• Assisting with Broker enquiries by telephone
• Variety of Administrative duties including Policy Validation, Cancellations, and Mid-Term Adjustments
• Liaising with different departments in a professional and efficient manner
• Problem solving and dealing with difficult queries
• Servicing the Haven Line with broker-to-broker emphasis
• Always providing excellent customer service

What we’re looking for:

• Customer service experience in a target driven role
• Able to understand bespoke systems and be proficient in all Microsoft office products
• Excellent warm personable manner
• Patient and empathetic
• Meticulous attention to detail
• Target driven and motivated

Apply Now

🢔 Back to search

In the role as a FNOL Team Leader you will to be responsible for performance management of your team. You will identify trends and development arears and be able to drive performance through mentoring and coaching. You will be the main referral point for your team where you will be able to demonstrate your knowledge and experience in arears such as liability and indemnity. What you will be doing:

• Lead a team of First Notification of Loss Handlers
• Performance management of staff, dealing with all aspects of people management including quality auditing, absence, holidays, and time management, adhering to SLA’s, monthly one to ones, performance reviews, training and development, disciplinary procedure, and staff welfare
• Undertaking handler audits of a minimum of 5 file audits per handler per month highlighting trends, training and development needs along with driving integral data within the claim file and prompt correct liability decision making
• Impart technical knowledge to the team by way of mentoring and coaching with the ability to display a thorough knowledge on areas of indemnity, liability, and validation
• Maximise capture opportunity for our panel of service providers delivering the right outcome for both the customer and Acorn Insurance
• To participate in the design, development and implementation of new claims management process improvements and assist with the design and delivery of training
• Ensure the effective management of inbound call handling philosophies are adhered to
​

  What we’re looking for:

• Proven ability to positively influence team members through a culture of openness, trust, and respect to achieve optimum performance
• To lead by example and endorse the company behaviours and values
• Previous motor claims experience would be advantageous however not essential
• Highly motivated self-starter
• Clear, focused and determined approach to problem solving
• Authoritative manner with ability to listen
• Persuasive, strong, and confident communication skills
• People Management experience essential

Apply Now

🢔 Back to search

Hands-on multi-disciplined technical lead within the IT infrastructure team, supporting the Infrastructure Services Manager and project managers in delivering robust, performant, resilient and recoverable infrastructure platforms, traditional and cloud, as well as supporting the technical development of the internal infrastructure team, determine and maintain best practice and infrastructure standards as well as ensuring all platforms are secure and meet all legislative compliance requirements. What you will be doing:

• As Senior Infrastructure Engineer you will be an SME for technologies within our infrastructure as well as within business projects requiring technical guidance and support.
• Excellent communicator able to clearly understand, solve and educate the teams in all technical issues related to your specialisms, have a broad knowledge of infrastructure technologies & best practices.
• Promoting technical excellence within the team ensuring the highest level of technical quality, leading knowledge transfer of new solutions into the team.
• Work within the incident response process providing expertise & support to the support team as required.
• Work with the other technical leads, architects, project team and external technical resource to design and document end to end, secure, and scalable, performant Infrastructure solutions driving appropriate best practice and standards.
• Participate in technical evaluation of products within the infrastructure domain and participate in the deployment and implementation of the infrastructure technologies.
• Work with the development, Cloud and DevOps teams to understand development roadmaps and assist in technology choice.
• Participate in the design of best of breed solutions, exploiting industry best practice. Contribute to the development of technology roadmaps.
• Work closely with the Infrastructure Services Manager and peers to deliver cost effective solutions in line with the IT strategy & roadmap whilst implementing appropriate control mechanisms.
• Lead capacity planning exercises across infrastructure platforms using load testing plans and tools.
• Be continually aware of enhancements available within the current infrastructure solutions as well as any shifts in technology and enhancements that would benefit the business and be able to converse to the wider teams.
• Review vulnerability and penetration test results, advising, preparing, and performing remediation actions.
• Keep abreast of known and emerging security risks and tools. Work with security function, including the Data Protection Officer to ensure polices are maintained and audited, including but not limited to; PCI/DSS, GDPR, CE+ and other standards are adhered to.

​  ​What we’re looking for:

• Minimum 3 years’ experience in similar Infrastructure role in similar sized organisation, with a minimum of 1 year’s hands on cloud experience.
• Proven and able to articulate technical hands-on experience with cloud platforms, ideally Azure in both design & support capacity.
• Previous involvement in designing and leading implementation of infrastructure solutions.
• Awareness of DevOps, pipelines, and CI/CD methodology to support infrastructure deployments.
• Experience in a web-enabled, live e-commerce environment with skills to include web site & services implementations, customisation, and troubleshooting.
• Experience of working on multi-tier, high volume, transactional system platforms and an understanding of the challenges and management.
• Experience with use of infrastructure auto-deployment techniques; PowerShell, Ansible, Terraform etc.
• Awareness of web application development techniques and tools, XML, .Net framework, IIS, Apache and CI/CD methodologies.
• Experience of the development of high & low-level designs and documenting technical solutions.
• Proactive and logical approach to fault identification, troubleshooting and problem solving.
• Ability to articulate IT issues to non-IT people.
• Working knowledge of ITILv3.
• Display a positive attitude.
• Demonstrate flexibility in day-to-day work.
• Think independently, always looking to improve in technology and process areas that can improve our service to the business and customer.
• Provide technical expertise and guidance for the project and the support teams.
• Encourage peer discussions on the direction and quality of the environment.
• Develop harmonious working relationships with our Support and Project team members.
• Follows established communication guidelines.
• Uses good judgement in what and how to communicate with internal clients and teams.
• Establishes effective working relationships with internal and external suppliers and customers.
• Accurately completes and submits, expenses and timesheets in a timely manner.
• Accurately completes and submits status reports in a timely manner.
• Organise and prioritise own workloads.
• Complies with all company policies and procedures.
• Actively act on feedback received to improve day-to-day performance.
• Excellent communication skills.

Apply Now

🢔 Back to search

We are currently recruiting a talented Administrator to work within our established Formby office. This is an administration role in which you will ensure that all requests are carried out and processed accurately and in a timely manner whilst dealing with broker enquiries by telephone and e-mail. If you are a self-motivated individual who is customer focused, professional, enthusiastic and has keen attention to detail, then this is a great opportunity to develop your career. Job Purpose:

• To process agent Hold On Cover requests
• To deal with broker enquiries by telephone and e-mail
• To assist with the efficient & smooth running of the Branch
• To carry out all tasks allocated by your Team leaders or Managers

  What you will be doing:

• Processing Hold On Cover requests
• Ensuring that all requests are carried out accurately and in a timely manner and in accordance with the agent’s instructions
• Liaising with Agents/Brokers in a polite and professional manner at all times
• Ensuring that all the paperwork and documentation relating to the policy is stored correctly
• Ensuring that all information inputted into computer systems is accurate and kept up to date at all times
• Ensuring that all office administration is completed on a daily basis
• Dealing with all email enquiries allocated by your team leaders on the day they are given

  What we’re looking for:

• Clear and effective communication skills.
• Ability to assist with clients of all ages and backgrounds.
• Excellent organisational skills and ability to prioritise work.
• Strong literacy & numeracy skills.
• Excellent telephone manner.

Apply Now ? Back to search

When you join the PI team, we will value your experience and ideas and encourage you to play an active role in shaping how we respond to the changing face of injury claims. We follow a One Team approach, and our colleagues support each other to achieve individual as well as team and wider business objectives. Supported by your TL, Coach and Mentor you will be encouraged to own your professional development with a clearly defined career progression plan that will enable you to achieve your goals. We understand the importance of our people and you will be part of a culture of caring where you are seen as an individual. Working in one of our friendly teams and modern offices you will have the opportunity to learn about the whole claims function. There will be opportunities to progress as we actively look to promote from within. We offer a range of benefits including an achievable quarterly bonus. If you want to work in an innovative, fast paced but supportive environment where your ambitions can be achieved then we could be exactly what you are looking for. What you will be doing:

• Accountability for own performance against set objectives
• Validating all claims for indemnity and fraud
• Proactive and correct assessment of liability
• Accurate quantum assessment of claims presented using the relevant tools available to assist
• Application of accurate reserves in line with company guidelines
• Assisting with coaching and mentoring of less experienced handlers
• Adherence to best practice and key strategies
• Effective file and portfolio management
• Any other Ad hoc task as the needs of the business dictate

  What we’re looking for:

• Ability to work in a culture of openness, trust and respect
• Strong organisation skills with the ability to prioritise tasks
• Ability to fact find and analyse information to result in accurate decision making
• Experience in dealing with injury claims, motor personal injury preferably, but other injury
• handling experience can be considered, as training will be offered.
• Knowledge of the civil procedure rules with regards to offers, acceptances and litigation risks

Apply Now

🢔 Back to search

We are currently looking for a proactive person to join the Claims team. This is the ideal role for someone who is comfortable within a fast-paced environment and comfortable with troubleshooting and implementing process improvement. Reporting to the Intervention and Hire Monitoring Team Leader, the Third Party Intervention Handler will effectively handle a portfolio of third party intervention claims, encompassing third party property damage, mobility and personal injury. You will contact all non-fault claimants and convert them into our services, in order to reduce indemnity spend. What you will be doing:

• Contacting all potential claimants in a timely manner, accurately assessing their needs and offer our services in respect of repairs, hire and injury, where applicable
• Utilising services of our supplier network wherever possible on appropriate claims and ensuring instructions are clear
• Ensuring potentially fraudulent claims are identified and appropriately referred
• Application of accurate reserving
• Ensuring accurate notes are added and updated on our system
• >Ensuring effective communication to policyholders and claimants
• Effective use of diary to minimise claims lifecycle and indemnity spend
• Applying thorough knowledge of risks associated with the use of market claims service providers to influence claimants into accepting the benefits of our intervention services
• Expertly assessing policy indemnity & liability
• Identification of fraud indicators
• Application of reserving philosophy
• Be proficient in the use and application of intelligence systems
• Ability to interrogate expert reports to ensure the most economical settlement of the claim

  What we’re looking for:

• Proven experience in a claims environment or within a role with transferrable skills
• Persuasive, strong and confident communicator (verbally & written)
• Ability to fact find and analyse information to result in accurate decision making
• Ability to use own initiative to explore all options to achieve the best outcome for the business
• Motivated self-starter
• Ability to work as part of a team & achieve results together
• Strong customer service skills
• PC literate with excellent administration and processing skills
• Cert CII qualified or working towards, or sound experience in a claims or sales environment

Apply Now

🢔 Back to search

In the role of Liability Claims Handler, you will be able to demonstrate your claims handling skills by proactively managing and tracking several claims. You will be a confident communicator on an off the phone which will require you to resolve liability in a timely manner to maximise efficiency. You will be to use your time effectively to be able to investigate and identify and raise any fraud concerns whilst also being able to meet deadlines. What you will be doing:

• To manage a small portfolio of TBE claims as decisively and efficiently as possible.
• High volume of outbound calls and proactive touches on claims, liaising with all parties involved to resolve liability as quickly as possible.
• Each claim will be kept for a maximum of 14 days (10 working days) at which point the claim will be re-allocated to the relevant team if liability cannot be established.
• Once liability is established and providing there is a genuine opportunity, referrals will be made to other departments to enhance further revenue streams, i.e. Intervention and Non-Fault.
• Validate all claims for indemnity and fraud concerns.
• Identify all heads of claim at the earliest opportunity to mitigate if possible and reduce claims leakage.
• Investigate liability proactively, searching for all available evidence, contacting all parties and representatives involved to come to a swift liability decision.
• Solid desktop investigations made using all available sources such as Google Maps, GB Trace, Esendex and What’s App.
• Managing claims in line with the reserving philosophy and applying a bold approach when considering closures.
• Proactive diary management to monitor and progress each claim.

  What we’re looking for:

• Proactive claims handling skills.
• Persuasive, strong and confident communicator.
• Solid desktop investigations.
• Motivated self-starter.

Apply Now

🢔 Back to search

Acorn Insurance are looking for Property Damage Insurance Handlers who will be trained and developed to effectively manage a portfolio of Insurance claims. As part of your ongoing training, you will be provided with the right skills in commercial decision making to ensure indemnity spend is minimised. Through 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 and service our customers with all complex queries. What you will be doing:

• Validate all claims for indemnity and fraud
• Proactive and correct assessment of liability
• Accurate quantum assessment of claims presented using the relevant tools available to assist
• Application of accurate reserves in line with company guidelines
• Adherence to best practice and key strategies
• Effective file and portfolio management
• Any other Ad hoc task as the needs of the business dictate
• Accountability for own performance against set objectives

  What we’re looking for:

• Ability to work in a culture of openness, trust, and respect
• Strong organisation skills with the ability to prioritise tasks
• Ability to fact find and analyse information to result in accurate decision making
• Knowledge of the civil procedure rules with regards to offers, acceptances and litigation risks

  -A starting salary of £21,000 per annum. -After 6 months upon successfully passing probation, you will receive an uplift of £500 taking your salary to £21,500 per annum. -Upon passing developmental competencies, after 12 months service you will receive a further uplift of £1000 taking your salary to £22,500 per annum. -After 18 months service you will be eligible for a £2000 KPI related bonus taking your total earnings to £24,500 OTE per annum. Apply Now

🢔 Back to search

Acorn Insurance are looking for Property Damage Insurance Handlers who will be trained and developed to effectively manage a portfolio of Insurance claims. As part of your ongoing training, you will be provided with the right skills in commercial decision making to ensure indemnity spend is minimised. Through 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 and service our customers with all complex queries. What you will be doing:

• Validate all claims for indemnity and fraud
• Proactive and correct assessment of liability
• Accurate quantum assessment of claims presented using the relevant tools available to assist
• Application of accurate reserves in line with company guidelines
• Adherence to best practice and key strategies
• Effective file and portfolio management
• Any other Ad hoc task as the needs of the business dictate
• Accountability for own performance against set objectives

  What we’re looking for:

• Ability to work in a culture of openness, trust, and respect
• Strong organisation skills with the ability to prioritise tasks
• Ability to fact find and analyse information to result in accurate decision making
• Knowledge of the civil procedure rules with regards to offers, acceptances and litigation risks

  -A starting salary of £21,000 per annum. -After 6 months upon successfully passing probation, you will receive an uplift of £500 taking your salary to £21,500 per annum. -Upon passing developmental competencies, after 12 months service you will receive a further uplift of £1000 taking your salary to £22,500 per annum. -After 18 months service you will be eligible for a £2000 KPI related bonus taking your total earnings to £24,500 OTE per annum. Apply Now

🢔 Back to search

The Insurance Sales Agent role is a fast-paced, customer focused sales position, working in a friendly, target-driven inbound sales environment where teamwork and positivity are part of the company culture, the Insurance Sales Agent position will demand the very best of your sales and customer services skills as you deal with new and existing customers. If you are a self-motivated individual who can build rapport with people from all backgrounds this could be an excellent opportunity for you to join an established growing Insurance company. Through 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 and service our customers with all complex queries. What you will be doing:

• Quoting and closing new business enquiries
• Building and maintaining long-standing client relationships
• Amending customer policies, payments and schedules
• Retaining existing clients at renewal
• Supporting customers with existing policy amendments
• Working towards individual and team targets
• Providing excellent rapport building skills.
• Handling sensitive information and following data protection principles
• Adhering to strict FCA guidelines
• Providing a professional service and promoting our brand in a positive manner

  What we’re looking for:

• Clear and effective communication skill
• Ability to assist with clients of all ages and backgrounds
• Excellent organisational skills and ability to prioritise work
• Strong literacy & numeracy skills
• Ability to develop relationships from scratch
• Excellent telephone manner

  - A starting salary of £21,000 per annum. - After 6 months upon successfully passing probation, you will receive an uplift of £500 taking your salary to £21,500 per annum. - After 12 months service upon passing developmental competencies, you will receive a further uplift of £1000 taking your salary to £22,500 per annum. - After 18 months service you will be eligible for a £2000 KPI related bonus per annum taking your total salary to £24,500 per annum. At Acorn Insurance we offer a clear salary progression track from day one. We are passionate about collaborative working, help our new colleagues settle quickly within the office whilst continuing to build our fantastic culture and focusing on personal development. Apply Now

🢔 Back to search