Due to the continuing Coronavirus situation in the UK, we are currently experiencing a large volume of calls.
If you need to make an update to your policy, please do so online by clicking this link.
Please use the following link if you wish to make a claim.
To see what help and support we are offering customers during the Coronavirus pandemic, click here.

Opportunities at Acorn Insurance

Jobs at Acorn Insurance - join our growing team of insurance experts.
Home » Opportunities at Acorn Insurance

Acorn Insurance – Current Vacancies

Established in 1982, our headquarters are based in Formby, a quiet town in the North West. From this small acorn we continue to grow, having recently expanded our offices to Liverpool city centre in an historic Grade II listed building. With such growth, we now require talented individuals to join our expanding departments, bringing new skills, experience and a shared dedication to succeed. This page contains all of the current opportunities to join our continually expanding company.

We value our employees and strive to provide a friendly and professional workplace environment that focuses on the development of our teams.

Below are our most recent career opportunities – please scroll down in order to see all current vacancies. Click on the icon to the right of the job title to see full details of the position. You can read our Applicant Privacy Policy here.

To apply, simply send your current CV, together with the full job title (including geographical location of the position) to: talentacquisition@acorninsure.com. Clicking the ‘Apply’ button, found within each vacancy description, will either lead directly to an application page or open our email address. If emailing, please remember to include the position to which you would like to apply within your email.

Analyst

Full Time – Permanent

Formby

Salary: TBD

 

The Pricing and Underwriting department and analysts are integral in driving Acorn to realise its ambitions. Our department is amongst the most dynamic and fastest-paced technical environments across the Insurance industry and no two days are ever the same. If this sounds like a department you would like to be a part of, Acorn is the place to enhance your career.

This is a very exciting time for Acorn and we are expanding our team to include a new analyst to support the strong growth within the business. We are keen to enhance our department by investing in data-driven and inquisitive analysts. We’re looking for an enthusiastic self-starter who thrives in an agile environment and is keen to learn. In turn we promise to provide you with the training, support and opportunities to grow and make a difference.

What You’ll Be Doing:

  • Monitor business performance and report on any potential risks or opportunities identified
  • Run and maintain regular reporting and analysis to help management to better understand the type and quality of the business being written
  • Responsible for the accuracy and quality of data and analysis
  • Regularly evaluate existing reports and find improvements
  • Seek to develop new methods of analysing and communicating whilst ensuring quality of output is maintained
  • Provide ad hoc MI as required in a timely manner

What We’re Looking For:

  • Experience with data manipulation and analysis in SQL, Power BI etc.
  • Solid understanding of General Insurance market practices would be advantageous
  • Excellent written and oral communication
  • Intermediate to advanced Excel experience (i.e. Formulas, Pivot Tables, Macros, VLOOKUP, etc.)
  • Be tenacious in their drive to deliver insight with an ability to communicate concepts to various stakeholders
  • 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 new solutions in a proactive manner
  • Be comfortable to manage and coordinate changing priorities and be capable of multi-tasking

37.5 hours per week,
9:00am to 5:30pm – Monday to Friday.

Commercial Vehicle Sales Agent

Full Time – Permanent

Working in Liverpool City Centre

Salary: £18,500 per annum (plus excellent bonus structure)

We are currently recruiting for Sales Agents to work within our established Commercial Vehicle Sales Team. This is a sales role acting as a point of contact for new and existing customers. If you are a self-motivated individual who is eager to develop your career, is customer-focused and professional, enthusiastic and has keen attention to detail, then Acorn is the place to either start or enhance your insurance career.

What You’ll Be Doing:

  • Handling inbound customer sales enquiries
  • Managing callbacks and follow up to maximise sales
  • Creating new business policies payments and schedules
  • Sell added value products compliantly
  • 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
  • Problem-solving and dealing with difficult calls and customers
  • Taking a high volume of calls during busy times
  • Working as part of a team to ensure all deadlines are met
  • Associated administration duties as required
  • Demonstrating superior time management skills and meeting a performance target

What We’re Looking For:

  • ​Excellent written and verbal communication skills
  • Demonstrate experience in a sales environment
  • Ability to deliver exceptional customer service
  • Able to understand bespoke systems and be proficient in all Microsoft office products
  • Excellent warm personable manner
  • Meticulous attention to detail
  • Ability to adapt to changes within a fast-paced environment
  • Target driven and motivated

Working hours: Monday to Friday, 37.5 hours per week

Rota: 9:00am to 5.30pm, working 1 in 3 Saturdays until 5.30pm (Full day holiday back on every Saturday worked)

Customer Management Handler - Sevenoaks

Full Time – Permanent

Sevenoaks

Salary: TBD

 

We are currently recruiting Customer Management Handlers to join our Claims department. This role offers the opportunity to join an established team and is a great opportunity for someone looking to further their career with Acorn.

This is a progressive, customer focused role, for which the successful candidate needs to manage customer queries in liability, repair progression and Total Loss, where the claim has already progressed out of FRU.

What You’ll Be Doing:

  • To seek out the best solution for the customer and the business with provision of an appropriate authority and autonomy. Effectively managing the customers claims enquiries and providing a quality customer journey
  • To deliver a resolution to customer enquiries and mitigate complaints

What We’re Looking For:

  • Accountability for own performance against set objectives
  • To ensure customer queries are answered with the aim of a first-time resolution
  • To ensure the best Customer Care experience is given to all customers
  • Ability to seek out solutions
  • Adherence to best practice and key strategies
  • Demonstrate effective case management and complaint mitigation skills
  • Any other ad hoc task as the needs of the business dictate
  • Ability to work in a culture of openness, trust, and respect
  • Strong organisational skills with the ability to prioritise tasks
  • Ability to fact find and analyse information to result in accurate decision making
  • Extensive knowledge of a motor claims environment and claims best practice
  • Confident decision maker and problem solver
  • Proven previous experience in a Customer Care and/or complaints role

Monday to Friday, 9:00am to 5:00pm

Customer Service Agent - Telematics

Full Time – Permanent

Liverpool City Centre

Salary: £18,125.00 per annum plus achievable monthly bonus

 

We are currently recruiting a talented Insurance Customer Service Agent to work within our established Telematics Team. This is a customer service role acting as a point of contact for existing customers. If you are a self-motivated individual who is eager to develop their career, is customer focused and professional, enthusiastic and has keen attention to detail, then Acorn is the place to either start or enhance your insurance career.

What You’ll Be Doing:

  • Handling inbound customer enquiries
  • Amending customer policies, payments and schedules
  • 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
  • Problem solving and dealing with difficult calls and customers
  • Taking a high volume of calls during busy times
  • Working as part of a team to ensure all deadlines are met
  • Associated administration duties as required

What We’re Looking For:

  • Customer service experience
  • 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

Monday to Friday 9:00am to 9:00pm on a 3 week rolling rota
plus 1 in 3 Saturdays 9:00am to 5:30pm, 38.6 hours per week

Customer Service Manager

Full Time – Permanent Liverpool City Centre/Working from home

Salary: £Basic FTE £26,000 per annum up to £30,000 OTE

 

We are looking for a Team Manager who is a strong communicator, who understands the value of employee engagement and is highly effective in delivering and implementing key business messages within a smart flexible working model.

What You Will Be Doing:

  • Coaching and developing a team of customer service representatives to deliver a consistent positive customer experience
  • Meeting and exceeding team and departmental key performance indicators
  • Actively practising TCF principles and striving to achieve one-call resolution
  • Meeting defined targets and delivering continuous improvements in performance and productivity
  • Regularly conducting 1-2-1’s, coaching, call monitoring and quality feedback
  • Communicating clear messages confidently and able to motivate all team members
  • Proactively utilise management information to identify gaps in process and service delivery
  • Be accountable for the interrogation of both historic and real-time performance data to improve customer service
  • Acting upon customer feedback and carrying out route cause analysis to improve processes and services to increase satisfaction
  • Managing sickness absence by ensuring team members follow correct reporting procedures, updating absence on internal systems and completing a return to work meetings
  • Recruit, onboard develop, coach and lead a high-quality team of enthusiastic customer service representatives to provide an inspirational customer experience

What We’re Looking For:

  • Experience of supporting target operating model transformation to deliver operational efficiencies and improvements
  • Knowledge of Anti-money laundering and know your customer regulations
  • A clear vision of what excellent service looks like and a passion for consistent delivery of exceeding customer expectations
  • Ability to communicate clearly and effectively to the team and present information in ways that promote understanding and colleague buy-in
  • Articulates a vision that generates excitement, enthusiasm and commitment
  • Comfortable in challenging the status quo in a constructive and collaborative way
  • Effective in utilising interpersonal and influencing skills where appropriate

Monday to Saturday, 37.5 hours between 8:00am and 9:00pm on a three week rolling rota, including 1 in 3 Saturdays

Customer Service Representative - Liverpool

Full Time – Permanent

Liverpool

Salary: Basic salary £18,500 with earning potential up to £23,500 OTE per annum

 

We are looking for Customer Service Agents who are passionate about delivering an outstanding customer service. If you are self-motived, have great communication skills and a desire to achieve then this may be the role for you

As a company we really value your work life balance so all rota’s will be given 3 weeks in advance to enable you to plan your days weeks in advance.

Bank Holiday working may be required.

What You’ll Be Doing:

  • Responding to Customer Queries about their insurance policies via phone, email and webchat
  • Have multiple conversations with different customers on webchat without compromising the quality of the chats
  • Making changes to customers insurance policies
  • Provide accurate information to customers about their insurance policy
  • Dealing with customer queries over direct debit payments
  • Identifying and assessing customer needs to achieve satisfaction and a one call resolution
  • Ensure all customer records are updated accurately
  • Contact customers by phone and email for outstanding documentation
  • Ensure that all FCA compliance procedures are adhered to at all times
  • Investigate and resolve customer complaints

What We’re Looking For:

  • A positive “can do” attitude
  • Excellent verbal and written communication skills
  • Great listening skills
  • High level of accuracy and attention to detail
  • Good problem solver
  • Ability to work in a fast paced environment
  • Ability to multi-task and manage time effectively
  • Be able to demonstrate patience and empathy
  • Excellent customer service skills, incorporating a confident and pleasant telephone manner
  • Previous Insurance or Financial Services Industry experience
  • Previous Customer Service Experience

Experience

  • Customer Service: 1 year (Preferred)

Monday to Saturday, 37.5 hours between 8:00am and 9:00pm on a three week rolling rota,
including 1 in 3 Saturdays

Customer Service Representative - Taxi

Full Time – Permanent

Home and office based roles available

Salary: Basic FTE £18,500 up to £23,500 OTE, Pro rata for part time hours, based on 37.5hrs FTE

 

We are pleased to announce that we have some exciting new roles to join our growing taxi and commercial department.

We are committed to delivering our customers a first-class customer journey and we are looking for colleagues who are passionate about delivering an outstanding customer service, are self-motived, have great communication skills and a real desire to continuously improve.

These new roles in taxi and commercial customer service offer full time hours along with remote and office working. We want our colleagues to have a journey and not a job, which is why we have developed these new roles to give you the opportunity to progress and increase your potential earnings based on a 3 level tier skill set, giving you to the chance develop and grow within the customer service role.

Bank Holiday working may be required.

What You’ll Be Doing:

  • Responding to Taxi and Commercial Customer queries about their insurance policies via phone, email and web chat
  • Identifying and assessing customer needs to achieve satisfaction and a one call resolution
  • Have multiple conversations with different customers on web chat without compromising the quality of the chats
  • Making changes to customers insurance policies
  • Provide accurate information to customers about their insurance policy
  • Dealing with customer queries over direct debit payments
  • Ensure all customer records are updated accurately
  • Contact customers by phone and email for outstanding documentation
  • Investigate and resolve customer complaints

What We’re Looking For:

  • A positive “can do” attitude
  • Excellent verbal and written communication skills
  • Great listening skills
  • High level of accuracy and attention to detail
  • Good problem solver
  • Ability to work in a fast paced environment
  • Ability to multi-task and manage time effectively
  • Be able to demonstrate patience and empathy
  • Excellent customer service skills, incorporating a confident and pleasant telephone manner

Experience

  • Customer Service: 1 year (Preferred)

Monday to Saturday between 8:00am to 9:00pm on a 3 week rolling rota,
37.5 hours per week

Customer Service Team Leader

Full Time – Permanent

Home and office-based role

Salary: Basic FTE £23,500 per annum up to £25,492 OTE

Would you like to take the next step in your career as a Team Leader?

We are looking for a high achieving individual who can engage, lead and develop the Customer Service MTA & GE Team; a pro-active thinker who can support & implement a clear strategy, is professional and has a strong ability in coaching and developing. This is a fantastic opportunity for someone looking to grow their career with Acorn. We aim to give you more than a job, we want to give you a purpose and genuine job satisfaction.

What You Will Be Doing:

  • Reporting to the Customer Service Manager
  • Maintaining department KPI’s with a firm focus on exceeding targets
  • Resolving team queries by demonstrating a clear understanding of process & procedures with a focus on first and accurate contact resolution
  • Demonstrating your ability to improve your team’s performance through coaching and training
  • Supporting Audit reporting, feedback & quality control for the team
  • Contributing to the development and implementation of new team processes along with the design and delivery of the departments training
  • Utilising experience and knowledge to provide mentoring and side-by-side coaching to all staff
  • Completing 1-2-1 training/development sessions and return to work interviews
  • Supporting general day to day team leadership, including admin tasks, daily plans and allocating workloads & ensuring that the daily running of the team is not compromised in any way
  • Ensuring that team members are carrying out their duties and responsibilities in accordance with instructions
  • Motivating and encouraging all members of the team
  • Ensuring lunch break times or rota are maintained
  • Great attention to detail
  • Ability to handle complaints effectively
  • Polite and professional

What We’re Looking For:

  • Good communication and interpersonal skills
  • Motivated to coach and engage a team to results
  • Excellent time management, planning and organisational skills with the ability to prioritise your workload and assist the team’s workload management to deliver on challenging deadlines
  • A tenacious commitment to exceed KPI Targets
  • Proficient computer skills including Microsoft Excel, Word and Outlook
  • Ability to communicate well at all levels both verbally and in writing
  • Excellent standard of numeracy and literacy to pull, maintain and manipulate reports

Working hours: 37.5 per week

 

Customer Service Team Leader - Webcam & Telephony

Full Time – Permanent

Mobile – WFH/Office Salary: Basic FTE £23,500 per annum up to £25,492 OTE

 

Would you like to take the next step in your career as a Team Leader? We are looking for a high achieving individual who can engage, lead and develop the Customer Service Webchat & Telephony Team; a pro-active thinker who can support & implement a clear strategy, is professional and has a strong ability in coaching and developing. This is a fantastic opportunity for someone looking to grow their career with Acorn. We aim to give you more than a job, we want to give you a purpose and genuine job satisfaction.

What You Will Be Doing:

  • Reporting to the Customer Service Manager
  • Maintaining department KPI’s with a firm focus on exceeding targets
  • Resolving team queries by demonstrating a clear understanding of process & procedures with a focus on first and accurate contact resolution
  • Demonstrating your ability to improve your team’s performance through coaching and training
  • Supporting Audit reporting, feedback & quality control for the team
  • Contributing to the development and implementation of new team processes along with the design and delivery of the departments training
  • Utilising experience and knowledge to provide mentoring and side-by-side coaching to all staff
  • Completing 1-2-1 training/development sessions and return to work interviews
  • Supporting general day to day team leadership, including admin tasks, daily plans and allocating workloads & ensuring that the daily running of the team is not compromised in any way
  • Ensuring that team members are carrying out their duties and responsibilities in accordance with instructions
  • Motivating and encouraging all members of the team
  • Ensuring lunch break times or rota are maintained
  • Great attention to detail
  • Ability to handle complaints effectively
  • Polite and professional 

What We’re Looking For:

  • ​Good communication and interpersonal skills
  • Motivated to coach and engage a team to results
  • Excellent time management, planning and organisational skills with the ability to prioritise your workload and assist the team’s workload management to deliver on challenging deadlines
  • A tenacious commitment to exceed KPI Targets
  • Proficient computer skills including Microsoft Excel, Word and Outlook
  • Ability to communicate well at all levels both verbally and in writing
  • Excellent standard of numeracy and literacy to pull, maintain and manipulate reports

Working hours: 37.5 per week

First Response Unit Handler - Sevenoaks

Full Time – Permanent

Sevenoaks

Salary: £18,125

 

What You’ll Be Doing:

  • As initial point of contact for all new claim’s reports, to effectively capture and validate all new claims, supported by accurate and prompt liability decision making
  • To instruct all appropriate suppliers required initially to progress new claims
  • To manage our customers’ claim journey and expectations on non-fault claims whilst maximising the utilisation of our chain of suppliers
  • To refer all fault opportunities to the intervention team within SLA
  • To refer all dispute cases to the 14-day team
  • Excel against customer service level expectations, ensuring effective communication of all claim decisions and progression
  • Capture accurate and complete claim data to validate new claims, ensuring thorough chronological record keeping of all activity within file claim notes
  • Proficiently investigate and assess liability by capturing key information to proactively determine the correct liability decision
  • Instruction of key service suppliers required to progress the claim
  • Allocate new claims to the correct liability workstream, non-fault or fault to maximise revenue generation or intervention opportunity
  • Proactively manage disputed cases within SLA, therein to allocate to the 14-day team for further progression

What We’re Looking For:

  • Ability to fact find and analyse information to result in accurate decision making
  • Motivated self-starter
  • Persuasive, strong and confident communicator
  • Ability to work as a team
  • Strong customer service skills

Monday to Friday 9.00am to 5.00pm plus 1 in 4 Saturdays,
35 hours per week

First Response Unit Team Leader - Sevenoaks

Full Time – Permanent

Sevenoaks

Salary: Basic salary £22,000 with earning potential up to £30,000 OTE per annum

 

What You’ll Be Doing:

  • To manage a team of First Response Handlers
  • To drive forward the objective to manage claims effectively, including assessing the liability position in order to deliver the right outcome for our Customers and Acorn Insurance
  • To lead by example & endorse the company behaviours and values
  • Responsibility for staff performance management, training and development to maximise efficiency and quality output in line with department KPI’s & Objectives
  • To achieve first class technical and quality claims handling within the First Notification Team
  • To maximise Policyholder use of our network for repairs, hire and Solicitors on non-fault claims to drive a positive customer journey
  • To maximise the team’s capture of repairs, hire and Solicitors
  • To ensure that a fully effective leakage control programme is in place with particular focus on liability decision making
  • To utilise internal & external companies to gain as much information on each claim as possible to make a timely liability decision
  • Complaints handling, dealing as first level complaints handler capable of resolving the majority of complaints generated on the team to the customer’s satisfaction
  • 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
  • To participate in the design, development and implementation of new claims management process improvements and assist with the design and delivery of training
  • Participation in the supplier management process when required
  • Ensure the team’s service levels to all customers are in line with set standards
  • Drive adherence to relevant SLA’s within the team
  • Ensure the effective management of inbound call handling philosophies are adhered to
  • Be the main technical referral point for the team with the ability to display a thorough knowledge on areas of indemnity, liability, quantifying claims
  • Maximise the imparting of technical knowledge to the team by way of mentoring and coaching
  • Accountability for team’s performance against set accountabilities in our delegated authority with Acorn Insurance
  • Effectively manage the teams / unit’s workflow
  • Endorse and drive company values and behaviours
  • Performance management of staff, dealing with all aspects of people management including absence, holidays, time management, monthly one to one meetings, training and development, disciplinary procedures and staff welfare
  • To conduct regular meetings, ensuring that all process and strategic changes are communicated and understood
  • Ensure capability of all team members established through regular audits
  • Conducting monthly one to one
  • Conducting staff monthly and annual performance reviews

What We’re Looking For:

  • Target driven and highly motivated self-starter
  • Proficient complaints handling capability
  • Clear, focused and determined approach to problem solving
  • Authoritative manner with ability to listen
  • Strong technical experience
  • Persuasive, strong and confident negotiation skills
  • Mature approach with the ability to command the respect of the team
  • People Management experience essential
  • Have proven ability to manage and develop people
  • Preferred but not essential, a minimum of 2 years motor claims experience or transferable relevant skills
  • Preferred but not essential Cert CII qualified or working towards
  • Minimum of 2 years Team Leader Experience

Experience

  • Team Leader: 2 years

Monday to Friday on a rolling rota between 8:00am to 5:10pm,
working 1 in 4 Saturdays,
35 hours per week

Litigation Handler - Sevenoaks

Full Time – Permanent

Sevenoaks

Salary: £25,000 to £32,000 per annum

 

Purpose of the Role:

  • To mitigate indemnity spend by reviewing incoming litigation to assess if the claim is attached to a business strategy. Apply strategic knowledge weighed against commercial decision making to either instruct lawyers, deal in house or attempt settlement
  • To understand performance of our business strategies both pre and post litigation and work with relevant in-house stakeholders and legal panel in order to improve outcomes
  • Proactively manage a portfolio of litigated cases through to settlement

Key Responsibilities:

  • Manage a portfolio of litigated cases via virtual lawyer systems and prior to procedural junctures agreed by each business strategy
  • Prompt and thorough indemnity, liability and fraud investigations on matters where these investigations haven’t yet been concluded
  • Operate with a progressive approach to take individual claims strategies and the business forward
  • Regular feedback sessions with all business areas to improve quality and strategies
  • Act as a referral point for all areas of the business on Litigated matters
  • Key link between Panel Lawyers and the business
  • Assist with Ad-hoc tasks as the business needs dictate

Critical Competencies:

  • Significant claims experience and extensive working knowledge of the Pre Action Protocol, Civil Procedure Rules
  • Persuasive, strong and confident communicator
  • 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

Experience

  • Significant claims experience and extensive working knowledge of the Pre Action Protocol, Civil Procedure Rules

Monday to Friday 9:00am to 5:00pm,
35 hours per week

MI Operations Analyst

Full Time – Permanent

Temporarily Home Based with Intention to move Office Based

Salary: Up to £26,000 per annum

 

What You Will Be Doing:

  • Monitor business performance and report on any potential risks or opportunities identified
  • Design and Produce regular reporting and analysis to help management to better understand the type and quality of the business being written
  • Responsible for the accuracy and quality of data and analysis
  • Regularly evaluate existing reports and find improvements
  • Seek to develop new methods of analysing and communicating whilst ensuring quality of output is maintained
  • Provide ad hoc MI as required in a timely manner

What We’re Looking For:

  • Experience with data manipulation and analysis in SQL, Power BI etc.
  • Solid understanding of Contact Centre operations
  • Intermediate to advanced Excel experience (i.e. Formulas, Pivot Tables, Macros, VLOOKUP, etc.)
  • Have the ability to work independently but can seek guidance when needs to
  • Be tenacious in their drive to deliver insight with an ability to communicate concepts to various stakeholders
  • 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 new solutions in a proactive manner
  • Be comfortable to manage and coordinate changing priorities and be capable of multi-tasking

Monday to Friday 9:00am to 5.30pm,
37.5 hours per week.

Mitigation Handler - Liverpool

Full Time – Permanent

Liverpool

Salary: Ranging from £19,500 to £27,000

 

An exciting opportunity for a Mitigation Handler has become available to join our fast-paced Haven Claims division.

You will mitigate indemnity spend of Third Party Credit Hire and Property Damages claims by Proactively managing a portfolio of motor claims from allocation through to settlement. You will monitor claims involving credit hire, ensuring all actions are taken to mitigate our exposure, including identifying cases where we can intervene and settle the third party’s claim direct to reduce overall hire duration.

What You Will Be Doing:

  • Validate all claims for indemnity and fraud
  • Accurately assess liability
  • Contact all potential claimants or representatives in a timely manner to establish our exposure to ongoing hire, ensuring that key information is obtained and updated on the claim file
  • Identify cases where intervening on vehicle losses will reduce our overall exposure, utilising resource of specialist inhouse motor engineers
  • Ensure indemnity spend is minimized by commercial decision making
  • Proactive diary management to monitor and progress live hire cases
  • Accurate quantum assessment of claims presented using the relevant tools available to assist
  • Application of accurate reserves in line with company guidelines

What We’re Looking For:

  • Persuasive, strong and confident communicator
  • 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

Monday to Friday 9:00am to 5:00pm,
35 hours per week

Motor Fleet & Courier Agent

Full Time – Permanent

Formby

Salary: £18,500 per annum, plus achievable monthly bonus

 

What You’ll Be Doing:

  • ​Providing support to clients and agents and ensuring conversion of new business
  • Servicing existing accounts and ensuring retention targets are met
  • Dealing with enquiries by e-mail, telephone and on occasions face to face
  • Carrying out any additional tasks instructed by your manager/team leader/HOD
  • Responding to enquiries from clients, agents and underwriters in a courteous and helpful manner, ensuring that all information required is obtained and communicated
  • Transaction of new business, renewals and cancellations for both fleet and courier risks
  • Driver/Criteria referrals and processing of MTA’s upon request from various brokers
  • Regular diary validation to assist with combatting potential misrepresentation
  • Referral points for Direct division queries, aimed at risks falling outside of standard criteria
  • Assisting other team members when required
  • Ensuring that the department is kept tidy and presentable always
  • Keeping the department working environment safe, always ensuring that Health & Safety procedures are adhered to and reporting any issues to your manager/team leader/HOD at the earliest opportunity
  • Reporting any act of a criminal, dangerous or deliberately negligent nature by another member of staff to your manager/team leader/HOD at the earliest opportunity
  • Behaving in a responsible manner always
  • Ensuring personal compliance with FCA regulations, as laid down and notified by the company
  • Undertaking any other duties as required by the management team, as requested

37.5 per week, with 1 in 3 Saturdays from 9:30am to 12:30pm

Personal Injury Claims Handler - Sevenoaks

Full Time – Permanent

Sevenoaks

Salary: Ranging from £22,000 to £32,000 per annum

 

What You Will Be Doing:

  • To proactively manage a portfolio of motor claims. Predominantly Third party Personal Injury claims (Portal and Non Portal) but with some exposure also to out of jurisdiction claims Property Damage, Credit Hire and Accident Damage from infancy through to settlement
  • To provide technical support and guidance to less experienced claims handlers and be available to act as a referral point
  • To ensure indemnity spend is minimized by commercial decision making
  • Accountability for own performance against set objectives
  • 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
  • Assist 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 of handling Injury claims outside of the Low Value Personal Injury Claims Portal
  • Knowledge of the civil procedure rules with regards to offers, acceptances and litigation risks

Monday to Friday 9:00am to 5:00pm,
35 hours per week

Pricing Analyst

Role: Pricing Analyst

Location: Formby

Working hours: Monday to Friday 9:00 am to 5:30 pm, 37.5 hours per week

Salary: Competitive depending on experience

Closing Date: 04/11/21

What You Will Be Doing:

  • Forecast Revenue and market share information
  • Use of statistic modelling methods
  • Preparing and delivering reports on various projects including pricing strategies
  • Analyse and manipulate data
  • Recommend pricing strategies based on market trends
  • Develop Pricing tools to enhance and adjust sales and prices quickly and efficiently
  • Deliver presentations to senior management and stakeholders across the business
  • Continuously monitor and audit data to identify risks and sales training needed
  • Identify and resolve problems in a timely manner

What We’re Looking For:

  • Forecast Revenue and market share information
  • Use of statistic modelling methods
  • Preparing and delivering reports on various projects including pricing strategies
  • Analyse and manipulate data
  • Recommend pricing strategies based on market trends
  • Develop Pricing tools to enhance and adjust sales and prices quickly and efficiently
  • Deliver presentations to senior management and stakeholders across the business
  • Continuously monitor and audit data to identify risks and sales training needed
  • Identify and resolve problems in a timely manner

If you would like any further information, please call our Talent Acquisition Department who will be happy to assist you with any queries on​ 01704 336 012​ or alternatively email ​talentacquisition@acorninsure.com All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard

Payroll Assistant

Full Time – Permanent

Formby – With home working

Salary: TBD

 

What You’ll Be Doing:

  • Process company’s payroll every pay period.
  • Maintain payroll processing system and records by gathering, calculating, and inputting data.
  • Identify, investigate, and resolve discrepancies in payroll records.
  • Complete payroll reports for record-keeping purposes or review.
  • Determine organisation’s tax obligations by calculating national and council taxes as well as National Insurance contributions.
  • Alter employee tax status as needed as well as any information about withholding. Prepare manual checks for distribution to employees.
  • Manage compensation packages using payroll software.
  • Calculate pay according to hours worked incorporating leaves and overtime.
  • Manage and calculate taxes and deductions.
  • Update paper and electronic payroll records by entering adjustments on pay rates, employee status changes, etc.
  • Deal with complex customer queries regarding payroll.

What We’re Looking For:

  • Able to understand bespoke systems and be proficient in all Microsoft office products with a strong proficiency in excel.
  • Experience in running in house and outsourced payroll.
  • Excellent warm personable manner.
  • Meticulous attention to detail.

Monday to Friday 9:00am to 5:30pm,
37.5 hours per week

Personal Injury Claims Handler - Home

Full Time – Permanent

Home Based

Salary: Ranging from £22,000 to £32,000 per annum

 

What You Will Be Doing:

  • To proactively manage a portfolio of motor claims. Predominantly Third party Personal Injury claims (Portal and Non Portal) but with some exposure also to out of jurisdiction claims Property Damage, Credit Hire and Accident Damage from infancy through to settlement
  • To provide technical support and guidance to less experienced claims handlers and be available to act as a referral point
  • To ensure indemnity spend is minimized by commercial decision making
  • Accountability for own performance against set objectives
  • 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
  • Assist 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 of handling Injury claims outside of the Low Value Personal Injury Claims Portal
  • Knowledge of the civil procedure rules with regards to offers, acceptances and litigation risks

Monday to Friday 9:00am to 5:00pm,
35 hours per week

Recoveries Handler

Full Time – Permanent

Liverpool / Sevenoaks

Salary: £20,000 – £24,000 per annum

 

Purpose of Role:

  • To effectively manage the Non-Fault Repair & Recovery portfolio
  • To drive forward the objective to manage claims effectively to deliver the right outcome for our customers and Haven Insurance
  • To lead by example and endorse the company behaviours and values
  • To achieve first class technical and quality claims handling within the Repair and Recovery Team
  • To maximise the recovery settlement
  • To display a thorough knowledge in areas of indemnity, liability and dealing with the financials of a claim

Key Responsibilities:

  • Demonstrate excellent technical knowledge with regards to liability
  • To review and record all new allocations, ensuring minimal leakage
  • Manage claims and provide evidence to support prompt and full resolution in our favour
  • Drive adherence to relevant SLA’s within the team and our suppliers
  • Prepare claims for effective recovery on behalf of Haven and Haven’s customers
  • Work closely with suppliers to ensure the best customer journey
  • Ensure portfolio is managed within SLA
  • Manage and resolve repair / total loss complaints
  • Understand insurance principles
  • Negotiation of subrogated outlays
  • Manage a portfolio of aged debt
  • Liaise with solicitors when our outlay is in litigation
  • Provide updates on aged debt profilin in form of MI reporting
  • Have a solid understanding of the pre-action and litigation protocol processes
  • Ensure that all aged debt is litigated at the earliest opportunity optimising recovery

Critical Competencies:

  • Able to work as part of a team and independently
  • Able to work to tight timescales
  • Highly motivated self-starter
  • Able to pay attention to detail
  • Analytically minded
  • Regulatory aware
  • A strong communicator and able to communicate well at all levels both verbally and in writing
  • Able to evidence previous experience in a similar role
  • Able to demonstrate strong organisational skills and an ability to prioritise own workload effectively
  • Highly self-motivated
  • Pro-active thinker, clear, focused and a determined approach to problem solving
  • Persuasive and possesses confident negotiation skills

Monday to Friday 9:00am to 5:00pm,
35 hours per week

Taxi Operations Manager

Full Time – Permanent

Location: Formby

Salary: £30,000 to £40,000 per annum

​We are looking for an Operations Manager who is a strong communicator, understands the value of employee engagement and is highly effective in delivering and implementing key business initiatives within a smart flexible working model.

What You Will Be Doing:

  • ​Coaching and developing a team of Taxi Department managers and representatives to deliver a consistently positive customer experience
  • Meeting and exceeding team and departmental key performance indicators & budgetary requirements
  • Actively practising TCF principles and striving to achieve one-call resolution
  • Meeting defined targets and delivering continuous improvements in performance and productivity
  • Regularly conducting 1-2-1’s, coaching, call monitoring and quality feedback
  • Communicating clear messages confidently and able to motivate all team members
  • Proactively utilise management information to identify gaps in process and service delivery, with an objective to continuously improve these areas
  • Be accountable for the interrogation of both historic and real-time performance data to improve customer service
  • Ensure general Day to Day team leadership, including admin tasks, daily plans and allocating workloads, ensuring that the daily running of the team is not compromised in any way
  • Ensure that team members are carrying out their duties and responsibilities in accordance with instructions
  • Acting upon customer feedback and carrying out route cause analysis to improve processes and services to increase satisfaction
  • Managing sickness absence by ensuring team members follow correct reporting procedures, updating absence on internal systems and completing return to work meetings
  • Recruit, onboard develop, coach and lead a high-quality team of enthusiastic customer service representatives to provide an inspirational customer experience.
  • Motivate and encourage all members of the team to embrace the department culture and uphold the company values.

What We’re Looking For:

  • ​Experience of supporting target operating model transformation to deliver operational efficiencies and improvements
  • A clear vision of what excellent service looks like and a passion for consistent delivery of exceeding customer expectations
  • Ability to communicate clearly and effectively to the team and present information in ways that promote understanding and colleague buy-in
  • Articulates a vision that generates excitement, enthusiasm and commitment
  • Comfortable in challenging the status quo in a constructive and collaborative way
  • Effective in utilising interpersonal and influencing skills where appropriate

 

Working hours: Monday to Saturday between 9:00am and 5:30pm, 37.5 hours per week

Taxi Renewals

Full Time – Permanent

Formby

Salary: £18,500 per annum

 

What You Will Be Doing:

  • Handling a high volume of calls from existing customers to help them renew their insurance with us
  • Managing call backs and follow up to maximise sales
  • Finding creative ways to sell products within a regulated environment
  • Invite policies against compliance
  • Check policy data accuracy
  • Ensure client records are updated appropriately
  • Review a fair analysis of the market
  • Sell Added Value Products Compliantly
  • Ensuring existing information held is accurate
  • Demonstrating superior time management skills and meeting sales deadlines

What We’re Looking For:

  • Excellent written and verbal communication skills, including a great telephone manner
  • Demonstrable experience in a sales environment
  • High levels of self-motivation and ambition
  • Ability to adapt to changes within a fast-paced working environment
  • Target Driven

Monday to Friday a 3-week rational shift pattern,
between the hours of 8:00am and 9:00pm,
working 1 in 3 Saturdays from 9:00am to 5.30pm.

Sales Agent - Manchester

Full Time – Permanent

Manchester

Salary: £18,500 basic salary plus KPI bonus

 

We are currently looking to recruit talented Insurance Sales Agents to work within our branch network team. This is a sales role acting as a point of contact for new and existing customers. This position offers a variety of shift patterns. If you are a self-motivated individual who is eager to develop their career, is customer focused and professional, enthusiastic and have keen attention to detail then Acorn is the place to either start or enhance your insurance career.

What You Will Be Doing:

  • Providing bespoke insurance quotations tailoring products to individuals needs
  • Dealing with both new and existing customers
  • Converting quotes into sales by overcoming objections
  • Adhering to strict FCA guidelines
  • Providing excellent customer service always
  • Working to KPI targets

What We’re Looking For:

  • Sales experience in a target driven role
  • Able to understand bespoke systems and be proficient in all Microsoft office products
  • Excellent warm personable manner
  • Meticulous attention to detail
  • Target driven and motivated
  • Able to build relationships with new and existing customers

Monday to Saturday between 8:00am and 9:00pm on a 3 week rolling rota,
37.5 hours per week

Sales Agent - Taxi

Full Time – Permanent

Formby

Salary: Basic FTE £18,500 up to £23,500 OTE, Pro rata for part time hours, based on 37.5hrs FTE

 

What You Will Be Doing:

  • Sales experience, preferably within a contact centre environment
  • Able to understand bespoke systems and be proficient in all Microsoft office products
  • Excellent customer service skills
  • Calm, professional manner
  • Target driven and motivated
  • Friendly, hardworking and able to work as part of a team

What We’re Looking For:

  • Providing our taxi customers with insurance policy renewals
  • Dealing with large numbers of existing customers
  • Upselling additional products to customers
  • Fully adhering to FCA regulations & business processes
  • Problem solving and dealing with difficult calls and customers
  • Providing a friendly, professional service and promoting our brand in a positive manner
  • Taking a high volume of calls during busy times
  • Associated administration duties as required

Experience

  • Sales experience, preferably within a contact centre environment

Monday to Saturday between 8:00am to 9:00pm,
on a 3 week rolling rota,
37.5 hours per week

Senior Frontend Developer

Company Introduction

Acorn Insurance is seeking a full-time, full-stack Web Developer to join our development team.

Established in 1980, Acorn Insurance specialises in providing motor insurance to private and public hire companies such as Taxi’s and provide insurance to people who may find it difficult to get insurance elsewhere, such as those with driving convictions.

We have offices both in Liverpool City Centre and Formby as well as several other offices throughout the country.

Job Description

We are looking for an innovative developer who has at least 3 years of commercial experience developing front end systems.

You will ensure that these components and the overall application are robust and easy to maintain. You will coordinate with the rest of the team working on different layers of the infrastructure. Therefore, a commitment to collaborative problem solving, sophisticated design, and quality products are important.

Responsibilities

  • Developing new and enhancing existing user-facing features using React.js and Typescript
  • Building reusable components and front-end libraries for future use
  • Translating designs and wireframes into high-quality code
  • Optimizing components for maximum performance across a vast array of web-capable devices and browsers
  • Working collaboratively in a multi-disciplinary team to reach a single goal

Skills

  • Strong proficiency in JavaScript and Typescript
  • Material Design patterns
  • Component driven development
  • Thorough understanding of React.js and its core principles
  • Familiarity with modern specifications when developing components
  • Experience with JSS, SCSS, Tailwind CSS, Redux, Jest, Material UI, and Storybook UI
  • Knowledge of React Native is a plus
  • Familiarity with RESTful APIs
  • Knowledge of Docker and Docker Compose
  • Knowledge of modern authorization mechanisms, such as JSON Web Token, OAuth etc.
  • Experience with common front-end development tools such as Yarn, Babel, Webpack, NPM, ESLint etc.
  • Ability to understand business requirements and translate them into technical requirements
  • Experience with Git

If you would like any further information, please call our Talent Acquisition Department who will be happy to assist you with any queries on 01704 336 012 or alternatively email talentacquisition@acorninsure.com

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.

Telematics Sales Agent (External)

Role: Sales Agent

Location: Liverpool City Centre

Working hours: Monday to Saturday, 37.5 hours per week between 9:00 am and 9:00 pm on a three-week rolling rota, including 1 in 3 Saturdays

Salary: £18,397 per annum, plus achievable monthly bonus

What You Will Be Doing:

  • Handling inbound customers enquiries
  • Amending customer policies, payments and schedules
  • 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
  • Problem-solving and dealing with difficult calls and customers
  • Taking a high volume of calls during busy times
  • Working as part of a team to ensure all deadlines are met
  • Associated administration duties as required

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

If you would like any further information, please call our Talent Acquisition Department who will be happy to assist you with any queries on 01704 336 012 or alternatively email talentacquisition@acorninsure.com

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.

 

Security Engineer

Role: Security Engineer

Location: Liverpool City Centre or Formby

Working hours: Monday to Friday 9:00 am to 5:30 pm, 37.5 hours per week

Salary: £38,000 – £43,000 per annum, depending on experience

Closing Date: 17/12/2021

What You Will Be Doing:

  • SME for security solution technologies within our infrastructure, both on-premise and cloud platform
  • Deliver cost-effective security solutions in line with the organisation’s strategic cyber security roadmap
  • Provide cyber security guidance and support to relevant technical & business stakeholders
  • Responsible for Penetration testing and vulnerability scanning and mitigation planning
  • Maintain a central security logging solution
  • Provide expertise & support in troubleshooting, resolution, mitigation and reporting of any incidents
  • Support the business in any security audit exercises, certification programs or internal initiatives
  • Work with the Project and Development teams for both internal and external change projects, ensuring security is considered throughout, best practice adhered to and delivered with an effective transition to support
  • Perform reviews, improve documentation of systems and procedures within the technical security domain
  • Be continually aware of enhancements available within the current security solutions as well as any shifts in technology and enhancements that would benefit the business

What We’re Looking For:

  • 2 years experience in a role performing technical operational security disciplines in a similar sized organisation
  • Contemporary industry knowledge and the skills required to engage, influence, and challenge your peers within the security remit
  • Understanding of OWASP, NIST, NCSC & CIS standards and controls
  • Experience designing and implementation of enterprise-grade security solutions; Antimalware, IPS/IDS, Firewalls, SWG & SEG
  • Experience in managing cryptographic systems; TLS, certificates, and encryption
  • Excellent infrastructure & networking knowledge
  • Familiarity with web-related technologies; Web applications, Web Services and network/web-related protocols
  • Working knowledge of Azure Cloud Security tools
  • In-depth understanding of vulnerabilities identification, assessment, and remediation
  • Conversant with cybersecurity trends and hacking techniques
  • Experience across SIEM design and management
  • Experience with the Office 365 Security products
  • Experience in performing security auditing from an infrastructure perspective
  • Knowledge of infrastructure monitoring and embedding security monitoring mechanisms into the framework

If you would like any further information, please call our Talent Acquisition Department who will be happy to assist you with any queries on 01704 336 012 or alternatively email talentacquisition@acorninsure.com

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.

IT Desktop Support Technician

Role: ​IT Desktop Support Technician

Location: Liverpool City Centre

Working hours: Monday to Friday, on a 3-week rolling rota between 9:00 am and 9:00 pm working 1 in 3 Saturdays from 9:00 am to 5:30 pm, 37.5 hours per week

Salary: Ranging from £19,000 to £25,000 per annum

Closing Date: 17/12/2021​

What You Will Be Doing:

  • To be the first point of contact for all IT issues, security incidents and requests from within the business, aiming to first time resolution with escalating to resolver groups as required; ticket management, maintaining SLAs, meeting KPIs ensuring our users receive effective and efficient service
  • Provide deskside and remote IT support to the business user base.
  • Manage service & security incidents within a service desk ticketing solution to agreed processes, adhering to SLA’s, meeting required
  • KPIs and fulfilling the escalation process to 3rd line infrastructure, application support and 3rd party support resolver groups
  • Perform daily, weekly and monthly system check processes
  • Troubleshooting and resolving network connectivity issues
  • Administering Active Directory
  • Monitor system and infrastructure availability and performance
  • Managing VOIP and digital phone systems ensuring customers have the best possible journey.
  • Assist in the maintenance and distribution of software packages, manual and automated
  • Perform actions necessary within all Security compliance processes
  • Client device builds using automated solutions and patch management
  • Monitor and manage web and email security filter rules within company guidelines
  • Manage, perform, maintain and test backups/recovery
  • Participate in production support and continuous improvement activities to enhance team practices and maintain high-quality solutions.
  • Adhering to change control best practice
  • Maintain knowledge base
  • Assist with application and product testing as required

What We’re Looking For:

  • Minimum 1 year working in a support role within a managed IT service desk function
  • Active Directory
  • Windows 7,8 and 10 operating systems
  • Anti-malware solution support
  • Problem-solving and troubleshooting skills
  • Understanding of security principles and endpoint solutions
  • Excellent written, communications and documentation skills.
  • Communicate with all levels of staff within the business and our external 3rd partners
  • The ability to work under pressure and to tight deadlines.
  • Excellent Customer Service
  • Worked within an ITIL service management model or qualification
  • Office365 support experience
  • Basic network knowledge
  • CompTIA or other role appropriate qualifications
  • Understanding of security, server, virtualisation and cloud solutions support
  • Exposure to the legal or insurance industry with the familiarity of the software and toolsets utilised.

If you would like any further information, please call our Talent Acquisition Department who will be happy to assist you with any queries on 01704 336 012 or alternatively email talentacquisition@acorninsure.com

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.

Customer Management Handler - Liverpool

Full Time – Permanent

Liverpool

Salary: TBD

 

We are currently recruiting Customer Management Handlers to join our Claims department. This role offers the opportunity to join an established team and is a great opportunity for someone looking to further their career with Acorn.

This is a progressive, customer focused role, for which the successful candidate needs to manage customer queries in liability, repair progression and Total Loss, where the claim has already progressed out of FRU.

What You’ll Be Doing:

  • To seek out the best solution for the customer and the business with provision of an appropriate authority and autonomy. Effectively managing the customers claims enquiries and providing a quality customer journey
  • To deliver a resolution to customer enquiries and mitigate complaints

What We’re Looking For:

  • Accountability for own performance against set objectives
  • To ensure customer queries are answered with the aim of a first-time resolution
  • To ensure the best Customer Care experience is given to all customers
  • Ability to seek out solutions
  • Adherence to best practice and key strategies
  • Demonstrate effective case management and complaint mitigation skills
  • Any other ad hoc task as the needs of the business dictate
  • Ability to work in a culture of openness, trust, and respect
  • Strong organisational skills with the ability to prioritise tasks
  • Ability to fact find and analyse information to result in accurate decision making
  • Extensive knowledge of a motor claims environment and claims best practice
  • Confident decision maker and problem solver
  • Proven previous experience in a Customer Care and/or complaints role

Monday to Friday, 9:00am to 5:00pm

Customer Management Handler - Home Working

Full Time – Permanent

Home Based

Salary: TBD

 

We are currently recruiting Customer Management Handlers to join our Claims department. This role offers the opportunity to join an established team and is a great opportunity for someone looking to further their career with Acorn.

This is a progressive, customer focused role, for which the successful candidate needs to manage customer queries in liability, repair progression and Total Loss, where the claim has already progressed out of FRU.

What You’ll Be Doing:

  • To seek out the best solution for the customer and the business with provision of an appropriate authority and autonomy. Effectively managing the customers claims enquiries and providing a quality customer journey
  • To deliver a resolution to customer enquiries and mitigate complaints

What We’re Looking For:

  • Accountability for own performance against set objectives
  • To ensure customer queries are answered with the aim of a first-time resolution
  • To ensure the best Customer Care experience is given to all customers
  • Ability to seek out solutions
  • Adherence to best practice and key strategies
  • Demonstrate effective case management and complaint mitigation skills
  • Any other ad hoc task as the needs of the business dictate
  • Ability to work in a culture of openness, trust, and respect
  • Strong organisational skills with the ability to prioritise tasks
  • Ability to fact find and analyse information to result in accurate decision making
  • Extensive knowledge of a motor claims environment and claims best practice
  • Confident decision maker and problem solver
  • Proven previous experience in a Customer Care and/or complaints role

Monday to Friday, 9:00am to 5:00pm

Customer Service Representative - Home Working

Full Time – Permanent

Home Based

Salary: Basic salary £18,500 with earning potential up to £23,500 OTE per annum

 

We are looking for Customer Service Agents who are passionate about delivering an outstanding customer service. If you are self-motived, have great communication skills and a desire to achieve then this may be the role for you

As a company we really value your work life balance so all rota’s will be given 3 weeks in advance to enable you to plan your days weeks in advance.

Bank Holiday working may be required.

What You’ll Be Doing:

  • Responding to Customer Queries about their insurance policies via phone, email and webchat
  • Have multiple conversations with different customers on webchat without compromising the quality of the chats
  • Making changes to customers insurance policies
  • Provide accurate information to customers about their insurance policy
  • Dealing with customer queries over direct debit payments
  • Identifying and assessing customer needs to achieve satisfaction and a one call resolution
  • Ensure all customer records are updated accurately
  • Contact customers by phone and email for outstanding documentation
  • Ensure that all FCA compliance procedures are adhered to at all times
  • Investigate and resolve customer complaints

What We’re Looking For:

  • A positive “can do” attitude
  • Excellent verbal and written communication skills
  • Great listening skills
  • High level of accuracy and attention to detail
  • Good problem solver
  • Ability to work in a fast paced environment
  • Ability to multi-task and manage time effectively
  • Be able to demonstrate patience and empathy
  • Excellent customer service skills, incorporating a confident and pleasant telephone manner
  • Previous Insurance or Financial Services Industry experience
  • Previous Customer Service Experience

Experience

  • Customer Service: 1 year (Preferred)

Monday to Saturday, 37.5 hours between 8:00am and 9:00pm on a three week rolling rota,
including 1 in 3 Saturdays

Customer Service Operations Manager

Full Time – Permanent

Liverpool

Salary: Ranging from £30,000 to £40,000 per annum

 

We are looking for an Operations Manager who is a strong communicator, understands the value of employee engagement and is highly effective in delivering and implementing key business initiatives within a smart flexible working model.

What You’ll Be Doing:

  • Coaching and developing a team of customer service managers and representatives to deliver a consistent positive customer experience
  • Meeting and exceeding team and departmental key performance indicators
  • Actively practicing TCF principals and striving to achieve one call resolution
  • Meeting defined targets and delivering continuous improvements in performance and productivity
  • Regularly conducting 1-2-1’s, coaching, call monitoring and quality feedback
  • Communicating clear messages confidently and able to motivate all team members
  • Proactively utilise management information to identify gaps in process and service delivery
  • Be accountable for the interrogation of both historic and real-time performance data to improve customer service
  • Acting upon customer feedback and carrying out route cause analysis to improve processes and services to increase satisfaction
  • Managing sickness absence by ensuring team members follow correct reporting procedures, updating absence on internal systems and completing return to work meetings
  • Recruit, onboard develop, coach and lead a high-quality team of enthusiastic customer service representatives to provide an inspirational customer experience

What We’re Looking For:

  • Experience of supporting target operating model transformation to deliver operational efficiencies and improvements
  • Clear vision of what excellent service looks like and a passion for consistent delivery of exceeding customer expectations
  • Ability to communicate clearly and effectively to the team and present information in ways that promote understanding and colleague buy-in
  • Articulates a vision that generates excitement, enthusiasm and commitment
  • Comfortable in challenging the status quo in a constructive and collaborative way
  • Effective in utilising interpersonal and influencing skills where appropriate

Monday to Saturday between 9:00am and 5:30pm,
37.5 hours

Data Protection Officer

Full Time – Permanent

Liverpool or Home Based

Salary: Up to £60,000

 

An exciting opportunity for a Data Protection Officer has become available to join our fast-paced Compliance department.

You will provide guidance and support around data protection at all levels within the organisation; creating, maintaining and updating data protection policies and guidance as issues arise. You will lead the thinking that informs the Group’s strategy for managing privacy by design while achieving its ambition to be cutting edge in the use of data to enable opportunities. You will respond to data requests from third party organisations and will investigate any potential or actual data breaches, serving as the key contact with the ICO. Ideally having operated within an Insurance or financial services industry.

What You’ll Be Doing:

  • Own and develop the data protection strategy and framework across the Group
  • Proactively promote a positive data protection culture, leading on initiatives to improve data protection controls
  • Ensure any data breaches are investigated and remedial actions taken, reporting breaches internally as well as to the ICO when necessary in accordance with legal requirements
  • Execute a Compliance Monitoring Plan to ensure ongoing compliance, identifying any issues and ensuring remedial action is taken
  • Proactively identify business risks and issues in relation to data protection
  • Carry out and assist with DPIAs to assess and advise on controls necessary to mitigate data security risks
  • Act as the point of contact from any data protection queries
  • Act as point of contact for data subjects
  • Review documents and records relevant to the service provision
  • Support and actively promote a culture of data protection and compliance
  • Monitor compliance across the business
  • Monitor and report on the performance of the Data Protection function, as well as any data protection projects/actions/issues across the Group
  • Attend Board and Committee meetings as and when required
  • Involvement in bids and tenders, as well as ongoing due diligence in respect of all suppliers and business partners
  • Maintain knowledge of industry standards and best practice as well as regulatory and legal requirements. Monitoring and anticipating regulatory directions and the action of the ICO and other regulators
  • Provide leadership, management and direction in relation to all areas of data protection; leading and motivating the Data Protection Team

What We’re Looking For:

  • Educated to NVQ level 3 / 4 or the ability to work at this level
  • Data protection practitioner certification or appropriate specialist GDPR Qualification
  • Proactive leadership of data protection framework and strategy
  • Provide data protection advice / guidance to others
  • Experience of working in partnership with a range of internal / external stakeholders
  • Ability to communicate in an authoritative but supporting manner with experience of leadership as a specialist
  • The ability to analyse / interpret legislative requirements and develop, implement and manage appropriate organisational practices / policies and solutions
  • Provide authoritative advice and guidance to a range of stakeholders both verbally and in writing
  • Explain complex issues in a straightforward and understandable manner
  • Use own initiative and professional knowledge / judgement to assess and manage risk and identify and resolve complex problems
  • Ability to collate, analyse diligently and effectively present information from a variety of sources
  • Take personal responsibility for organising day to day workload
  • Work independently and proactively
  • Ability to demonstrate discretion and to handle confidential information sensitively
  • Excellent interpersonal and communication skills
  • Commercial awareness
  • Comprehensive knowledge of GDPR / FOI and related legislation/provisions and practices
  • Specialist knowledge of the practical application of GDPR
  • Knowledge of a range of computer applications – including Microsoft Word/ Excel/PowerPoint

Monday to Friday 9.00am to 5.30pm,
37.5 hours per week

Financial Data Scientist

Full Time – Permanent

Liverpool

Salary: TBD

 

We are currently recruiting for a Financial Data Scientist to join our successful Finance Department. This is a fantastic opportunity to join a fast-growing company looking for the right individual to spearhead its financial data strategy. Finance has long been a value creator for the business and having the right data at the decision makers fingertips is more integral than ever.

What You’ll Be Doing:

  • Taking the lead of the company’s financial data strategy
  • Creating and maintaining a central database of the company’s key financial and operational data that can be easily analysed, extracted, interpreted and extrapolated
  • Building, maintaining and automating the key financial reporting
  • Working closely with other parts of the business to link together key non-financial KPIs with financial metrics in order to spot key trends and correlations
  • Partnering with key stakeholder on financial reporting and data requirements

What We’re Looking For:

  • Experience of designing and implementing financial data warehouses – ideally SQL
  • Experience building financial reports for operational teams and senior stakeholders – ideally PowerBI
  • Good interpersonal / communication skills
  • Proven problem solver

Monday to Friday 9.00am to 5.00pm,
35 hours per week

First Response Unit Handler - Liverpool

Full Time – Permanent

Liverpool

Salary: £18,125

 

What You’ll Be Doing:

  • As initial point of contact for all new claim’s reports, to effectively capture and validate all new claims, supported by accurate and prompt liability decision making
  • To instruct all appropriate suppliers required initially to progress new claims
  • To manage our customers’ claim journey and expectations on non-fault claims whilst maximising the utilisation of our chain of suppliers
  • To refer all fault opportunities to the intervention team within SLA
  • To refer all dispute cases to the 14-day team
  • Excel against customer service level expectations, ensuring effective communication of all claim decisions and progression
  • Capture accurate and complete claim data to validate new claims, ensuring thorough chronological record keeping of all activity within file claim notes
  • Proficiently investigate and assess liability by capturing key information to proactively determine the correct liability decision
  • Instruction of key service suppliers required to progress the claim
  • Allocate new claims to the correct liability workstream, non-fault or fault to maximise revenue generation or intervention opportunity
  • Proactively manage disputed cases within SLA, therein to allocate to the 14-day team for further progression

What We’re Looking For:

  • Ability to fact find and analyse information to result in accurate decision making
  • Motivated self-starter
  • Persuasive, strong and confident communicator
  • Ability to work as a team
  • Strong customer service skills

Monday to Friday 9.00am to 5.00pm plus 1 in 4 Saturdays,
35 hours per week

Learning & Development Designer

Full Time – Permanent

Liverpool City Centre/WFH

Salary: TBD

 

​As a Designer within the Learning and Development Design team, you will be responsible for completing TNA’s, diagnostic exercises and playbacks, designing and developing specific learning solutions, from Onboarding through to Executive Learning and Development with delivery through robust LMS. Completion of Kirkpatrick and ROI reporting to the board. You will also be required to lead from an L&D perspective in numerous business projects and liaise with Stakeholders throughout the Group. This role will drive a Culture of Continuous Professional Development and create a climate of success through performance enhanced courses and activities working with the HOD Coaching & Development and L&D Consultants.

What You’ll Be Doing:

  • Working directly with Head of L&D, Heads of Department D’s and L&D Consultants to design, develop and review all learning solutions aligned to Company Values
  • Design, Lead and Embed CPD throughout the group (IDD relevancy)
  • Deliver against the Training Cycle
  • Collaboratively work with group divisions to create and build (using new LMS) enhanced Group Intranet Knowledge hubs/Communications/Process changes and all Learning solutions
  • TNA/ Diagnostic and playbacks to Operational areas with recommendations and POA
  • Create quarterly knowledge tests for agents to assess competencies and diagnose gaps for Leaders to upskill agents (material via LMS)
  • Design blended learning content, stakeholder sign off and version control of all materials utilizing LMS
  • Creation of new and emerging thinking training to enhance skills levels in a highly engaging and innovative approach with embedment activities
  • Work collaboratively across all areas of the group to create highly engaging and bespoke learning solutions deliverable through LMS and deliver TTT events
  • Support and give guidance across group communications for buzz sessions, refresher workshops and process changes
  • Completion and MI from post course evaluations to review ROI (automate through LMS)
  • Learn and assist on required project work including successful development and implementation of People, Projects & L&D function initiatives
  • Develop and continuously improve your knowledge of Design Principles, UX, Emerging Thinking, Learning Solutions, People Management & L&D strategies that drive success/performance adding clear performance indicators
  • Drive a Performance through Development culture

What We’re Looking For:

  • Proven working experience in instructional design
  • Excellent knowledge and implementation of learning theories, instructional design models and Learning Cycle
  • Knowledge and application of Learning Styles to create blended learning
  • Ability to create e-learning, F2F, and webinars
  • Stakeholder Management and excellent communication skills
  • Knowledge and creation of Leadership Excellence
  • Knowledge and creation of ‘Soft Skills’ training and embedment
  • Basic HTML and Flash programming knowledge
  • Knowledge of Learning Management Systems and API
  • Visual design skills (Dreamweaver, Photoshop, Illustrator, Articulate, Figma) and ability to storyboard
  • Ability to write effective copy, instructional text, audio scripts/video scripts
  • Conduct skills gap analyses/diagnostics companywide
  • Set learning objectives/ outcomes for each course (CPD aligned)
  • Determine evaluation criteria
  • Create embedment activities
  • Keep track of training costs/ ROI reporting
  • Research and recommend modern educational methods (e.g. gamification) to drive performance

37.5 hrs per week

Graduate QA Software Tester

Full Time – Permanent

Formby

Salary: TBD

 

What are we looking for?

We are looking for a graduate QA Software Tester who wants to take their first steps into the world of technical software testing and quality assurance.

As a member of a new team, we will provide you with a high level of on the job training, introduce you to industry standard tools and give you the time to get hands on with our next generation software products.

As a member of the team you will gain a high level of exposure to development tools and technologies such as Visual Studio, SQL Server, Azure Cloud Services, Azure Pipelines, CI / CD integration, DevOps and testing tools such as nUnit, Katalon and Selenium.

You will be given the opportunity to introduce new tools and technologies that you can show will improve the testing pipelines and provide a clear benefit to the business.

What is a QA Software Tester?

The role of a QA Software tester is to provide the software delivery function with a solid set of tests, both manual and automated to ensure any software that is produced meets the functional requirements of the business. As a QA Software Tester you will be expected to do the following…

  • Design and build testing regimes, both manual and automated for both new and existing software products.
  • Creating and distribute reports outlining the types of defects found and the steps taken to produce these. You will also maintain documentation, such as change logs, regarding software and application defects which will help you recognize similar problems in the future and to provide quick resolution.
  • Apply any knowledge you have found early in the software development process to recognize the potential for any operational issues, assess risks, and resolve issues before any new development is completed.

What are we looking for in a QA Software Tester?

To be successful in apply for the role of Graduate QA Software Tester you must have the following skills and qualifications:

  • An IT related degree
  • Excellent communication skills both verbal and written
  • The ability to work on your own or as a team to reach a common goal
  • The ability to work on multiple projects at once
  • Be willing to enter an office environment for at least 3 days a week
  • The ability to learn both on your own and guided by a senior member of the team

You must also have exposure to two or more of the following technologies:

  • C# / asp.net / React / Javascript or TypeScript
  • Exposure to SQL Server, SQL and databases
  • An understanding of Azure DevOps and the Azure eco system
  • Testing tools such as Selenium or Katalon
  • Understanding of Agile methodologies

37.5 hours per week

IT Support Engineer - Sevenoaks

Full Time – Permanent

Sevenoaks

Salary: £30,000 – £34,000 per annum, dependant on experience (plus discretionary annual 10% bonus opportunity based on performance and profitability)

 

Hands-on, multi-disciplined technical role within the IT Support team, providing support to users of varying skill sets and experience. Involving ticket management, maintaining SLAs and meeting KPIs to ensure our users receive an effective and efficient service.

Key Role Deliverables:

  • Provide deskside and remote IT support to the business user base including Triaging, prioritisation, and actioning of support requests
  • Perform daily, weekly and monthly system check processes
  • Manage service & security incidents to agreed processes, adhering to SLA’s, meeting required KPIs and fulfilling the escalation process to other Teams and IT Management
  • Troubleshooting and resolving network connectivity issues
  • You will be the primary SME for at least one of the technologies deployed within our infrastructure
  • Administering Active Directory
  • Monitor system and infrastructure availability and performance
  • Managing VOIP and digital phone systems
  • Assist in the maintenance and distribution of software packages, manual and automated
  • Participate in production support and continuous improvement activities to enhance team practices and maintain high quality solutions
  • Adhering to change control best practice
  • Create and update technical documentation and knowledge base articles
  • Setup and management of Android/iOS Mobile Phones via MDM solution
  • Provide training and onboarding support to users where necessary
  • Maintain a high degree of customer service for all IT support and service requests
  • Liaison with other Acorn IT Teams and external Suppliers
  • Take an active part in suggesting, owning and contributing to ongoing IT Continuous Improvement Projects

Critical Competencies:

  • Minimum of 2 Years in a support role with extensive user and system support experience
  • Have excellent communication skills both written and verbally
  • Excellent customer support and customer relation skills
  • Ability to effectively self-manage time and prioritise support tickets based on type and severity of reported incident
  • Windows Server and Desktop operating systems
  • Excellent knowledge of Active Directory
  • Solid knowledge of Microsoft Office 365 management
  • Experience with IP Telephony Systems
  • Administration of backup solutions and email security systems
  • To be able to follow processes and adhere to procedures/policies
  • Be a “Team Player” and be willing to take on other tasks within the IT Department when required
  • Demonstrate the experience and maturity to be capable of working under minimum supervision to meet the required objectives and deadlines
  • Show understanding of systems to raise and implement suggested improvements to the systems where possible

Desired Competencies:

  • Jira Service Desk Software
  • Experience of ManageEngine products
  • Prior use of the VisualFiles Case Management System
  • Experience with Mitel MiVoice Business or equivalent telephone systems
  • Microsoft SQL Server
  • Maintenance of Routers and Firewalls
  • Administering Sophos Anti-Virus
  • Recognised certifications such as MCSA/MCSE/MCTS/MCIPT
  • ITIL

Monday to Friday on a shift rota covering business hours;
8:00am to 5:00pm

On Call from home 1 in 4 Weekends; 9:00am to 5:00pm

Litigation Handler - Liverpool

Full Time – Permanent

Liverpool

Salary: £25,000 to £32,000 per annum

 

Purpose of the Role:

  • To mitigate indemnity spend by reviewing incoming litigation to assess if the claim is attached to a business strategy. Apply strategic knowledge weighed against commercial decision making to either instruct lawyers, deal in house or attempt settlement
  • To understand performance of our business strategies both pre and post litigation and work with relevant in-house stakeholders and legal panel in order to improve outcomes
  • Proactively manage a portfolio of litigated cases through to settlement

Key Responsibilities:

  • Manage a portfolio of litigated cases via virtual lawyer systems and prior to procedural junctures agreed by each business strategy
  • Prompt and thorough indemnity, liability and fraud investigations on matters where these investigations haven’t yet been concluded
  • Operate with a progressive approach to take individual claims strategies and the business forward
  • Regular feedback sessions with all business areas to improve quality and strategies
  • Act as a referral point for all areas of the business on Litigated matters
  • Key link between Panel Lawyers and the business
  • Assist with Ad-hoc tasks as the business needs dictate

Critical Competencies:

  • Significant claims experience and extensive working knowledge of the Pre Action Protocol, Civil Procedure Rules
  • Persuasive, strong and confident communicator
  • 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

Experience

  • Significant claims experience and extensive working knowledge of the Pre Action Protocol, Civil Procedure Rules

Monday to Friday 9:00am to 5:00pm,
35 hours per week

Mitigation Handler - Sevenoaks

Full Time – Permanent

Sevenoaks

Salary: Ranging from £19,500 to £27,000

 

An exciting opportunity for a Mitigation Handler has become available to join our fast-paced Haven Claims division.

You will mitigate indemnity spend of Third Party Credit Hire and Property Damages claims by Proactively managing a portfolio of motor claims from allocation through to settlement. You will monitor claims involving credit hire, ensuring all actions are taken to mitigate our exposure, including identifying cases where we can intervene and settle the third party’s claim direct to reduce overall hire duration.

What You Will Be Doing:

  • Validate all claims for indemnity and fraud
  • Accurately assess liability
  • Contact all potential claimants or representatives in a timely manner to establish our exposure to ongoing hire, ensuring that key information is obtained and updated on the claim file
  • Identify cases where intervening on vehicle losses will reduce our overall exposure, utilising resource of specialist inhouse motor engineers
  • Ensure indemnity spend is minimized by commercial decision making
  • Proactive diary management to monitor and progress live hire cases
  • Accurate quantum assessment of claims presented using the relevant tools available to assist
  • Application of accurate reserves in line with company guidelines

What We’re Looking For:

  • Persuasive, strong and confident communicator
  • 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

Monday to Friday 9:00am to 5:00pm,
35 hours per week

Operational Compliance Controller

Full Time – Permanent

Working from Home, with occasional visits to office in Liverpool City Centre

Salary: up to £40,000 per annum

 

​The Granite Group’s Compliance function is responsible for ensuring all group companies are in compliance with relevant laws and regulation; guided by the objective of adding value to improve the operations of the group. The Compliance team plays a critical role in protecting the assets, reputation and sustainability of the Group. The team adds value through helping improve the internal control system; bringing a rigorous approach to evaluating and improving the effectiveness of risk management, control and governance processes.

As the Operational Compliance Controller you will contribute to and support the group’s governance, risk and compliance framework; responsible for the day to day management of the Compliance function where you will collaborate with all business functions to an appropriate level of stakeholder management, reporting and ensuring best practices are shared amongst the business.

What You’ll Be Doing:

  • Lead on operational implementation of legislation and regulation, subsequently monitoring adherence
  • Operate the Compliance Monitoring Programme, ensuring all activities are fulfilled correctly and on time
  • Provide operational compliance advice/approval to business functions in efficient and effective manner, ensuring the operational activity in question is understood fully before providing advice. Keeping detailed records of all compliance approvals provided
  • Support an environment that balances innovation and compliance to result in a can-do culture
  • Identify compliance and risk issues and provide solutions in a timely manner
  • Be a key contact for staff who act as the first line of defence engagement to guide on conduct risk and compliance issues
  • Regularly review existing products, services and related materials
  • Ensuring that all staff are aware of, and comply with, the firm’s own procedures and all relevant FCA requirements in relation to selling practices
  • Ensure appropriate operational controls are in place to manage conduct risk
  • Maintain compliance &/or regulatory policies, procedures and processes to ensure they support the business in satisfying compliance requirements and reflects operations
  • Provide operational updates and MI on compliance matters to senior management regularly
  • Provide high-level compliance operational updates and MI quarterly to the Audit, Risk and Compliance Committee
  • Ensure compliance information is cascaded to all staff and ensure compliance is covered appropriately in the training programme
  • Carry out periodic compliance and thematic reviews of operational activities, included outsourced activities and suppliers
  • Establish and implement suite of operational compliance requirements for all products, services and channels
  • Document control weaknesses and deficiencies and define recommendations for risk mitigation and improvement
  • Record and manage any non-compliance incidents or notifiable breaches, reporting to the Head of Compliance and Risk
  • Record and manage risk incidents, ensuring they are resolved and the incident log is up to date at all times. Reporting to the Head of Compliance and Risk immediately
  • Perform risk assessments on compliance matters across operational business functions
  • Report to the Head of Compliance and Risk monthly on operational risk incidents, testing on risk controls, changes in risk ratings or controls
  • Ensure effective compliance and risk controls are operational in respect of sub-broker and appointed representative activities
  • Keep up to date with industry knowledge to ensure appropriate competency levels are maintained including, keeping abreast of FCA and other applicable regulatory developments
  • Identify opportunities to enhance operational efficiency and effectiveness in a compliant manner
  • Ensure compliance projects are delivered on time, fully documented, and have received appropriate approval from the Head of Compliance or Audit, Risk and Compliance Committee
  • Be accountable for meeting deliverables, KPIs, and objectives, implementing feedback provided
  • Operate and champion the Group’s Governance, Risk and Compliance platform
  • Build and maintain strong working relationships internally
  • Promoting compliance culture and risk-awareness

What We’re Looking For:

  • Compliance experience within the insurance industry
  • Detailed knowledge of FCA regulations
  • The ability to support and influence colleagues in relation to their compliance and risk responsibilities
  • Experience of performing in and / or leading highly effective teams; identifying / implementing improvements to operating methodologies and inspiring excellent performance
  • Tenacity to investigate areas of concern across all business functions
  • An ability to interpret, understand, maintain and advise the business on a broad range or legal and regulatory issues
  • Strong reporting skills
  • Good at cultivating relationships with stakeholders and within the Granite group, building trust that facilitates an open mindset and free exchange of information
  • Function independently, on own initiative and multi-task in a dynamic, changing environment
  • Excellent presentation and communication (oral and written), and project management skills
  • Ability to adapt communication style to tailor approach to suit varied stakeholder needs

Monday to Friday 9:00am to 5:30pm,
37.5 hours per week

Learning & Development Consultant

Full Time – Permanent

Liverpool City Centre/WFH – this role will require ability to travel to multiple sites

Salary: TBD

 

What You’ll Be Doing:

  • Working directly with Head of L&D, Heads of Department and Design Consultants to develop and review all Leadership learning solutions aligned to Company Values
  • Design, Lead and Embed CPD culture throughout the group (IDD relevancy included)
  • Collaboratively work with group divisions to create and build (using LMS) enhanced Group Intranet Knowledge hubs/Communications/Process changes and all Learning solutions in collaboration with Design Team to ensure our people have the ability to deal with our customer’s at First Point of Contact and deliver world class experience
  • Create, develop and drive and embed a culture and climate of performance through coaching people and leadership excellence
  • Create, develop and embed a culture of 360 Feedback
  • TNA/ Diagnostic and playbacks to Operational areas with recommendations and POA to improve performance, customer satisfaction results and ensure robust support strategies are implemented in each Operational area to excel Leadership skills and capabilities to drive front line performance
  • Delivery of Leadership Excellence Training, Soft Skills, Coaching and Development Practices and People Management Training with ongoing Action Learning Sets and activities
  • Observations of Leaders completing embedment activities, 1-2-1’s and coaching sessions to feedback and continually improve leadership/coaching success levels
  • Coach the Coach activities
  • Create Action Learning Sets with Leaders in business for knowledge share and action planning for driving continuous development and results focussed through people interactions
  • Drive initiative for Talent Pathways and Career Development through drop in sessions and LMS capabilities aligned to learner’s PDP
  • Work with all Leaders in business to enrich Leadership skills, processes and strategies to ensure consistency and alignment of continuous support, coaching and development
  • Creation of new and emerging thinking training to enhance skills levels in a highly engaging and innovative approach
  • Completion and MI from post course evaluations to review ROI
  • Learn and assist on required project work including successful development and implementation of People, Projects & L&D function initiatives
  • Develop and continuously improve your knowledge of CPD, Emerging Leadership Thinking and Coaching Practices and Strategies
  • Drive a Performance through Development culture and hold Stakeholders to account

What We’re Looking For:

  • A minimum of 3 years in a senior or L&D/Coaching consultant role
  • Experience of working at SMT/Board Level and delivering Exec coaching/learning
  • Excellent knowledge of learning theories, learning Cycle and Learning Styles
  • Knowledge and delivery of Coaching Strategies
  • Knowledge and delivery of Leadership excellence and Learning Theories (Situational Leadership, Maslow, Emotional Intelligence, Mindset, Cultural Behaviours etc.)
  • Ability to create e-learning, F2F, and webinars and deliver and organise high energy events
  • Stakeholder Management and excellent communication skills
  • Knowledge and creation of Leadership Excellence Principles and Methodology
  • Knowledge and creation of ‘Soft Skills’ training and embedment
  • Conduct skills gap analyses/diagnostics companywide
  • Create Coaching embedment activities
  • Keep track of training costs/ ROI reporting
  • Research and recommend modern educational methods (e.g. gamification) to drive performance

37.5 hrs per week

Operations Team Leader - Liverpool

Full Time – Permanent

Liverpool

Salary: Ranging from £31,500 to £37,500 per annum

 

What You Will Be Doing:

  • To lead a team of Operational Claims handlers to achieve first class quality and technical claims handling
  • Maximise operational efficiencies
  • Development of team members
  • Accountability for team’s performance against set objectives
  • Performance management of staff, dealing with all aspects of people management including quality auditing, absence, holidays and time management, monthly one to one’s, performance reviews, training and development, disciplinary procedures and staff welfare
  • Maximise the imparting of technical knowledge to the team by way of mentoring and coaching
  • Drive a culture of continuous improvement
  • Keep abreast of relevant technical and market developments
  • Effectively communicate through engagement and collaboration with team members and the wider business
  • Assist with Ad-hoc tasks as the business needs dictate

What We’re Looking For:

  • Ability to positively influence team members through a culture of openness, trust, and respect to achieve optimum performance
  • Clear, focused and determined approach to problem solving
  • Effective communicator at all levels of the business
  • Highly motivated self-starter

Monday to Friday 9:00am to 5:00pm,
35 hours per week

Personal Injury Claims Handler - Liverpool

Full Time – Permanent

Liverpool

Salary: Ranging from £22,000 to £32,000 per annum

 

What You Will Be Doing:

  • To proactively manage a portfolio of motor claims. Predominantly Third party Personal Injury claims (Portal and Non Portal) but with some exposure also to out of jurisdiction claims Property Damage, Credit Hire and Accident Damage from infancy through to settlement
  • To provide technical support and guidance to less experienced claims handlers and be available to act as a referral point
  • To ensure indemnity spend is minimized by commercial decision making
  • Accountability for own performance against set objectives
  • 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
  • Assist 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 of handling Injury claims outside of the Low Value Personal Injury Claims Portal
  • Knowledge of the civil procedure rules with regards to offers, acceptances and litigation risks

Monday to Friday 9:00am to 5:00pm,
35 hours per week

Pricing Analyst

Role: Pricing Analyst

Location: London

Working hours: Monday to Friday 9:00 am to 5:30 pm, 37.5 hours per week

Salary: Competitive depending on experience

Closing Date: 04/11/21

What You Will Be Doing:

  • Forecast Revenue and market share information
  • Use of statistic modelling methods
  • Preparing and delivering reports on various projects including pricing strategies
  • Analyse and manipulate data
  • Recommend pricing strategies based on market trends
  • Develop Pricing tools to enhance and adjust sales and prices quickly and efficiently
  • Deliver presentations to senior management and stakeholders across the business
  • Continuously monitor and audit data to identify risks and sales training needed
  • Identify and resolve problems in a timely manner

What We’re Looking For:

  • Forecast Revenue and market share information
  • Use of statistic modelling methods
  • Preparing and delivering reports on various projects including pricing strategies
  • Analyse and manipulate data
  • Recommend pricing strategies based on market trends
  • Develop Pricing tools to enhance and adjust sales and prices quickly and efficiently
  • Deliver presentations to senior management and stakeholders across the business
  • Continuously monitor and audit data to identify risks and sales training needed
  • Identify and resolve problems in a timely manner

 

If you would like any further information, please call our Talent Acquisition Department who will be happy to assist you with any queries on​ 01704 336 012​ or alternatively email ​talentacquisition@acorninsure.com

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard

 

Property Damage Handler - Liverpool

Full Time – Permanent

Liverpool

Salary: £18,125 per annum

 

Purpose of Role:

  • To effectively manage a portfolio of motor claims encompassing property damage and accident damage from infancy through to settlement
  • Ensure indemnity spend is minimized by commercial decision making

Key Responsibilities:

  • Accountability for own performance against set objectives
  • 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

Critical Competencies:

  • 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

Monday to Friday 9:00am to 5:00pm,
35 hours per week

Renewals Agent

Full Time – Permanent

Liverpool

Salary: Basic salary £18,397 with earning potential up to £23,272 OTE per annum

 

What You Will Be Doing:

  • Ensure that existing customers policies are invited 21 days prior to the policy expiry
  • Engage with customers to ensure the renewal offer meets the customer’s needs
  • Respond to customer queries compliantly and to a high customer service standard
  • Review an allocated renewal invite list
  • Invite policies compliantly
  • Check policy data accuracy
  • Ensure client records are updated appropriately
  • Review a fair analysis of the market
  • Handle inbound and outbound calls
  • Renew motor policies compliantly
  • Auto renew motor policies compliantly
  • Sell added value products compliantly
  • Respond to customer renewal queries in a polite & professional manner

What We’re Looking For:

  • Excellent IT and data entry skills
  • Good standard of numeracy and literacy
  • Ability to communicate well
  • Great attention to detail
  • Excellent administration skills
  • Previous sales or customer service experience
  • Excellent customer service skills, incorporating a confident and pleasant phone manner
  • Good organisational skills and ability to prioritise own workload effectively
  • Target driven
  • Proficient computer skills including Microsoft Excel, Word and Outlook
  • Highly self-motivated
  • Pro-active thinker, able to solve problems independently as they arise
  • Ability to communicate well at all levels both verbally and in writing
  • Polite and professional
  • Work to targets/KPI
  • Team Player

Monday to Friday, on a 3-week rolling rota between 9:00am and 9:00pm,
working 1 in 3 Saturdays from 9:00am to 5:30pm,
37.5 hours per week

Sales Agent - Leeds

Full Time – Permanent

Leeds

Salary: £18,500 basic salary plus KPI bonus

 

We are currently looking to recruit talented Insurance Sales Agents to work within our branch network team. This is a sales role acting as a point of contact for new and existing customers. This position offers a variety of shift patterns. If you are a self-motivated individual who is eager to develop their career, is customer focused and professional, enthusiastic and have keen attention to detail then Acorn is the place to either start or enhance your insurance career.

What You Will Be Doing:

  • Providing bespoke insurance quotations tailoring products to individuals needs
  • Dealing with both new and existing customers
  • Converting quotes into sales by overcoming objections
  • Adhering to strict FCA guidelines
  • Providing excellent customer service always
  • Working to KPI targets

What We’re Looking For:

  • Sales experience in a target driven role
  • Able to understand bespoke systems and be proficient in all Microsoft office products
  • Excellent warm personable manner
  • Meticulous attention to detail
  • Target driven and motivated
  • Able to build relationships with new and existing customers

Monday to Saturday between 8:00am and 9:00pm on a 3 week rolling rota,
37.5 hours per week

Sales Agent - West London

Full Time – Permanent

West London

Salary: £18,500 basic salary plus KPI bonus

 

We are currently looking to recruit talented Insurance Sales Agents to work within our branch network team. This is a sales role acting as a point of contact for new and existing customers. This position offers a variety of shift patterns. If you are a self-motivated individual who is eager to develop their career, is customer focused and professional, enthusiastic and have keen attention to detail then Acorn is the place to either start or enhance your insurance career.

What You Will Be Doing:

  • Providing bespoke insurance quotations tailoring products to individuals needs
  • Dealing with both new and existing customers
  • Converting quotes into sales by overcoming objections
  • Adhering to strict FCA guidelines
  • Providing excellent customer service always
  • Working to KPI targets

What We’re Looking For:

  • Sales experience in a target driven role
  • Able to understand bespoke systems and be proficient in all Microsoft office products
  • Excellent warm personable manner
  • Meticulous attention to detail
  • Target driven and motivated
  • Able to build relationships with new and existing customers

Monday to Saturday between 8:00am and 9:00pm on a 3 week rolling rota,
37.5 hours per week

SQL Developer

Full Time – Permanent

Liverpool / Formby / Working from Home

Salary: TBD

 

We are seeking an SQL developer to work with our growing agile product development team.

We are currently on a cultural and tech transformation journey utilizing cloud based elastic solutions and are looking for an all round SQL developer with some DB administration experience.

What You’ll Be Doing:

  • ​Involved in agile development practices
  • Supporting the BAU and Development teams
  • Writing SQL CTE queries, procedures, functions, views, triggers
  • Working with complex database schemas with high transaction volumes
  • Migrating to cloud environments
  • Supporting production as well as development systems
  • Paired programming, as required
  • Supporting the Head of Dev and Data Admin in all aspects of Db administration
  • Optimizing enterprise level database systems
  • Implementing data security and redundancy solutions
  • Working with DevOps and Infrastructure engineers

What We’re Looking For:

  • 5+ years’ experience with SQL development
  • Strong Microsoft SQL Server optimal programming techniques
  • Evidence of discipline and diligence
  • Excellent understanding of DRI and database design best practice
  • Experience with transactional and reporting database systems
  • Strong experience in SSIS / SSRS / Power BI
  • Experience with Data Warehouse including development and implement ETL routines according to the Data Warehouse design and architecture
  • Experience of Azure SQL Database / Data factory / Synapse
  • Implementation of database performance optimization techniques
  • Implementation of locking / anti-blocking strategies
  • Experience of replication / log shipping / backup Implementations

Monday to Friday 9:00am to 5:30pm (37.5 hours per week) – flexibility will be required due to the nature of the role

Apprenticeship Leader

Full Time – Permanent

Liverpool City Centre (this role will require visits across multiple sites)

Salary: TBD

 

The Apprenticeship Leader role will be responsible for the onboarding, creation of learning pathways and continual development of all apprentices, in alignment with the Apprenticeship Standards framework. Liaising continually with the training provider and Senior Leaders across the Group, to identify apprenticeship opportunities and ensure all apprentices stay on track and pass relevant qualification. This role will be responsible for circa 100 apprenticeships throughout the rolling year.

What You’ll Be Doing:

  • Work collaboratively with Head of Coaching & Development, Heads of Department and Line managers to evaluate performance, skills and capabilities of Apprentices and colleagues developing with qualifications
  • Be a ‘Go To’ support for any Apprenticeship queries
  • Liaise with Recruitment & HR to ensure JD’s are bespoke and contracts are aligned
  • Liaise directly with third party provider for recruitment, queries, and development conversations
  • Create Learning pathways for each specific Apprenticeship role and agree milestones with operational units aligned to Apprenticeship Framework Module requirements
  • Deliver Leader/Manager guidance sessions for how they engage with Apprenticeships
  • Hold monthly manager sessions to review performance
  • Challenge any barriers that are presented that will block the learning of the apprentice
  • Hold graduation events for apprenticeship cohorts
  • Market the Apprenticeship standards throughout the business
  • Create clear contract of learning for existing colleagues to ensure they complete learning with protected time
  • Deliver board pack monthly

What We’re Looking For:

  • Minimum of 1 year’s experience in a Leadership role
  • Knowledge of the Apprenticeship Standards Framework and funding Levy
  • Experience of organising recruitment, interviews and onboarding for apprentices
  • Knowledge of creating Learning Pathways and milestones aligned to qualifications, collaboratively with operational areas
  • Demonstrable experience of coaching mindset and behaviours for success (both Apprentices and Management teams)
  • Experience of working with Third Party Suppliers and managing relationships
  • Market and advocate Apprenticeship Frameworks throughout the company to ensure we are utilizing funding availability and getting ROI
  • Excellent communication and presentation skills
  • Highly organized and planned
  • Ability to working across multiple sites
  • Experience of reporting and presenting information to Board when required
  • Knowledge and application of Learning Styles
  • Liaison with HR, Recruitment and senior leaders
  • Ability to coach leaders to drive success of apprentice

37.5 hrs per week

Test Manager

Full Time – Permanent

Temporarily working from home

Salary: TBD

 

We are currently looking for a proactive person to join our Systems Test Team in the capacity of Software Test Manager.

This is the ideal role for someone who is a natural problem solver, has a good eye for detail and is comfortable within a fast-paced environment working with the business and development side of every project.

The successful applicant should have an excellent understanding of the principles of testing and defect management, as well as working experience of utilising Test Management tools.

The Software team is made up of Testing and System Support. As Software Test Manager you will be responsible for managing and coordinating the testing of projects and development within the Group including testing of 3rd party supplied software.

What You’ll Be Doing:

  • Manage and deliver the testing of multiple and concurrent software platform projects across all test phases including End to End and UAT using the appropriate techniques and tools
  • Define and manage the appropriate Test Strategy/Approach for every project
  • Co-ordinate team priorities including managing the day-to-day activities of the test team
  • Oversee and develop test plans, Test Scripts and Test Reporting
  • Liaise with Senior Stakeholders on Test Progress reporting
  • Support Defect Management, Audit & Risk reviews and maintain RAID logs
  • Actively work with colleagues and 3rd parties to ensure smooth delivery of res
  • Support the Head of Systems in Test Practice activities and initiatives

What We’re Looking For:

  • Ability to manage testing of large Projects/Releases
  • Experience of leading UAT Testing
  • Excellent knowledge of testing principles, process, methodologies, and test tooling including Jira, DevOps and Test Rail
  • Excellent communication, leadership & analytical skills
  • Risk/Issue Management experience

Required Skills/Experience:

  • ISEB / ISTQB Advanced Test Management certification / or equivalent
  • Proven experience in delivering improvements to Test Practices
  • Experience working with external test partners and 3rd party development houses
  • Experience of working with Business Project Stakeholders

Monday to Friday 9:00am to 5:30pm,
37.5 hours per week

Welcome Team Agent - Commercial Vehicle

Location: Liverpool City Centre

Working hours: Monday to Friday (37.5 hours per week)

Rota: 7.5 hours shifts on a 3-week rotational shift pattern between the hours of 9:00am and 9:00pm, working 1 in 3 Saturdays between the hours of 9:00am and 5.30pm

Salary: £18,500 per annum, plus a competitive bonus

 

We are currently recruiting for Welcome Team Agents to work within our established Commercial Vehicle Welcome Team. This is a validations role acting as a point of contact for new customers who have purchased a commercial vehicle policy and need to confirm their details. If you are a self-motivated individual who is eager to develop their career, is customer focused and professional, enthusiastic and has keen attention to detail, then Acorn is the place to either start or enhance your insurance career.

What You Will Be Doing:

  • Handling inbound customers enquiries
  • Contacting customers who have purchased online to confirm details
  • 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
  • Problem solving and dealing with difficult calls and customers
  • Taking a high volume of calls during busy times
  • Working as part of a team to ensure all deadlines are met
  • Associated administration duties as required

What We’re Looking For:

  • Sales experience in a target driven role, ideally in an FCA regulated environment
  • Ability to deliver exceptional customer service
  • Able to understand bespoke systems and be proficient in all Microsoft office products
  • Excellent warm personable manner
  • Meticulous attention to detail
  • Target driven and motivated
Welcome Team Agent

Location: Liverpool City Centre

Working hours: Monday to Friday (38.6 hours per week)

Rota: 3-week rolling rota between 9:00am and 9:00pm (1 in 3 Saturdays 9:00am to 5:30pm)

Salary: £23,272 OTE

 

What You Will Be Doing:

  • Ensuring all details on applications are honest and accurate
  • Performing checks on applicants’ details to confirm accuracy
  • Updating details and advising customers to any change in the price of their premium
  • Assisting clients in providing vital information
  • Promoting bespoke packages relating to the client’s needs
  • 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 Microsoft office
  • Warm personable phone manner
  • Patient and empathetic
  • Meticulous attention to detail
  • Target driven and motivated

The ideal candidate should be comfortable with working towards targets within a fast-paced environment and be proficient in Microsoft Office.

Administrator

Role: Administrator

Location: Formby

Working hours: Monday to Saturday on a 3-week rolling rota (38.5 hours per week)

Salary: Basic FTE £18,500 going up to £20,000 OTE

Closing Date: 17/12/2021

What You Will Be Doing:

  • ​Dealing with Broker enquiries by telephone
  • Variety of Administrative duties including Policy Validation, Cancellations,
  • 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 a 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

If you would like any further information, please call our Talent Acquisition Department who will be happy to assist you with any queries on 01704 336 012 or alternatively email talentacquisition@acorninsure.com

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.

Claims Validation Investigator

Role: Claims Validation Investigator

Location: Working from Home

Working hours: Monday to Friday 9:00 am to 5:00 pm, 35 hours per week

Salary: £25,000 to £32,000 per annum

What You Will Be Doing:

  • Investigate, evidence and validate claims to optimise claims resolution
  • Provide value-added evidence on liability, indemnity and CFU investigations
  • Utilise desktop investigative and validation tools to validate or repudiate claims
  • Mitigate supplier claims spend by producing quality and efficient investigation service
  • Collaboration with all claim’s functions to provide a value-added investigations service
  • Prioritisation of tasks in accordance with the business needs and in line with SLAs
  • Engaging with customers, witnesses and third parties to obtain key evidence to support decision making on indemnity and liability
  • Validation of Fire and Theft claims utilising desktop investigation tools
  • Investigation and production of quality evidence for large loss and CFU referrals
  • Assist with the investigation of Fraud rings
  • Any other Ad hoc task as the needs of the business dictate

What We’re Looking For:

  • Strong persuasive and investigative skills
  • Good customer engagement skills
  • Ability to balance customer experience with the tenacity required to achieve the optimum outcome
  • Ability to use own initiative to explore all options to achieve the best outcome for the business
  • Motivated self-starter
  • Ability to work as a team

If you would like any further information, please call our Talent Acquisition Department who will be happy to assist you with any queries on 01704 336 012 or alternatively email talentacquisition@acorninsure.com

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.