Claims Manager

We’re recruiting for an experienced leader to join our First Party Claims team, steering the ship of our motor claims operation responsible for Accidental Damage, Fire and Theft customer claims! This will be a solutions-focused role, where you will develop and drive strategy to create:

• Happy customers – helping them when they need us the most with speed, ease and understanding
• A supportive and inclusive working environment
• An empowered team proud of their work at Acorn
• Mastery over our claims budget and indemnity spend

Reporting into the Head of First Party Claims, you will be collaborative and innovative, taking a values-driven approach to align your operation to departmental goals and standards – never losing sight of the bigger picture and the importance of continuous coaching and process improvement. You’ll also need to operate with a keen eye for spotting cost-controlling gems—like recoveries, indemnity, and fraud – a key to our success.

In this role you will be a manager who leaders from the front – being hands-on, motivating and committed to a quality-first mindset with a focus on creating good outcomes for our customers and our people.

?Role:  First Party Claims Manager

Location: Liverpool office based with hybrid working available – some travel required to our Sevenoaks site and other claims partners from time to time

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

Salary:  Between £45,000 and £55,000 DOE plus an up to 15% annual bonus, paid quarterly

What you will be doing:

• Performance management of assigned people (typically upwards of 50 FTE), dealing with all aspects of people management, including recruitment, absence, holidays, time management, monthly one to one meetings, training and development, disciplinary procedures, and staff welfare.
• Manage and mitigate complaints, ensuring full compliance with service level agreement (SLA) requirements.
• Participate in weekly operations meetings, providing detailed feedback of performance against company objectives for assigned operational roles.
• Ensure effective communication through weekly team meetings/huddles and 1 to 1s in order that all staff under control are fully apprised of market developments, company feedback and strategy.
• Accountability for supplementing the effective management of productivity, workflow allocations and quality control in assigned operational area.
• Monitor performance improvement through a quality audit control programme, encompassing the team leader audit programme and other company expectations
• Highlight trends, reporting back operational efficiency improvements and training and development needs both internally and across the suppliers you work with day to day.
• Ensure a mentoring and coaching programme is in place which delivers quality claims handling, with targets and measurability of success clearly defined.
• Monitor the payment authorisation process, delegating daily to authorised line reports.
• Manage day to day operations, contributing towards the achievement of the company’s operational targets and overall business aims.

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What we’re looking for:

• Strong leadership, management, and motivational skills, with the ability to command respect and buy in of all people.
• Dynamic, positive, and enthusiastic with the ability to think laterally and act through reasoned decision making.
• Knowledge of claims best practice would be preferred but not necessary, particularly in relation to effective cost/leakage control, quality, training, and compliance.
• Understanding of all relevant legislation impacting upon motor claims handling.
• Knowledge of key compliance areas, including FCA requirements, Consumer Duty, Data Protection & Complaints Handling procedures.
• Excellent verbal and written communication skills with the ability to motivate staff for optimum performance.
• Effective self-motivator and networker with strong presentation skills and exposure to internal and external client/supply relationship management.
• Highly motivated self-starter requiring minimum supervision.
• Preferred motor claims handling experience within First Party / Accidental Damage Claims or a related supplier. Demonstrable experience in people leadership and performance management is required.

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: