Claims Customer Service Team Leader

Job Title: Claims Customer Service Team Leader
Location: Liverpool
Salary: £30,986 - £33,486 per annum plus an up to £6000 annual bonus, paid out on a quarterly basis
Job Type: Permanent
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
  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:
  Wellbeing:
  
• 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)
  
• Enhanced paternity pay and 16 weeks full maternity pay.
  
• Colleague Assistance programme offers a suite of wellbeing services such as:
  
• 6 Free Counselling sessions per year
  
• Unlimited access to a telephone councillor 24/7
  
• Access to a free 4-week programme of cognitive behavioural therapy (CBT) with a trained therapist mentor.
  
• Network of internal qualified mental health first aiders are available to provide support to colleagues.
  Financial:
  
• A core level of life assurance with the option to increase cover via salary sacrifice and add your spouse/partner
  
• Ability to access your earnings before payday via Dayforce Wallet.
  
• Company pension scheme
  
• Refer a friend scheme with a £250 bonus for every colleague recommended on passing their probation period.
  
• Access to a flexible benefits platform including an annual flex pot allowance to spend on over 15 benefits of your choice.
  
• Ability to give back. You can opt into donating money to charity to climate positive organisations directly from your salary.
  Reward, Recognition and Culture:
  
• Long Service Award paid on 5,10- and 15-years' service
  
• A reward and recognition hub to celebrate and reward colleagues and peers.
  
• Consistent and engaging company events including company awards, competitions and charity fundraisers.
  
• Budgets for department leaders to use for social and engagement events.
  All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.
  If this is you please click APPLY
  Candidates with experience or relevant job titles of; Enquiries Assistant, Enquiries Advisor, Enquiries Executive, Team Enquiries Advisor, Client Team Enquiries Assistant, Customer Services Executive, Customer Service Representative, Customer Service Consultant, Customer Service Administrator, Customer Service Representative, Customer Advisor, Customer Support, Business Support, Customer Service Advisor, Customer Service, Customer Services Officer, will all be considered