Complaints Handler

Overview

As a Complaints Handler, you’ll be responsible for delivering fair, timely resolutions to motor insurance complaints, in line with company policy, the FCA’s Consumer Duty and all other regulatory requirements. You’ll manage complaints from first contact through to final response, including those escalated to the Financial Ombudsman Service. You’ll identify root causes, share insight with the wider business to improve the customer journey, and use early, effective decision‑making to help deliver good outcomes for consumers and minimise the need for complaint‑related compensation.

Role and Location

• Role: Claims Complaints Handler
• Location: Liverpool or Sevenoaks hybrid
• Working hours: 37.5 hours a week – Monday to Friday, between 9am and 5:30pm
• Salary: £28,000 – £34,000 Depending on Experience plus £2000 performance related bonus potential per annum, achieved quarterly

What You’ll Be Doing

• Crushing Your Goals & KPIs — Every day, you’ll have the chance to hit clear targets and make a real impact on our customers and our team’s success. As you grow and improve, so will your salary.
• Achieving Quality Excellence — Delivering excellent service, participating in call and file quality audits, and meeting high standards while delivering consistently good outcomes for consumers under the FCA Consumer Duty.
• Turning Complaints into Opportunities — Turn difficult situations around with patience, empathy and problem‑solving skills to resolve both reportable and non‑reportable motor insurance complaints fairly and promptly.
• Managing Complaints from Start to Finish — Own each complaint throughout its lifecycle, from first contact to final response, including complaints that may be escalated to the Financial Ombudsman Service. Gather and review all relevant evidence, make fair decisions, and clearly explain your rationale to customers.
• Owning Data & Regulatory Timelines — Capture and record accurate, high‑quality data at every stage, manage your diary to minimise lifecycles and ensure all regulatory deadlines are met.
• Managing Financial Exposure — Accurately assess the financial impact of complaints, taking early, effective decisions to minimise compensation while delivering good outcomes for customers.
• Driving Continuous Improvement — Identify root causes and trends and provide feedback to improve products, processes and the customer journey.
• Providing VIP Service to Every Customer — Go above and beyond to make every customer’s experience positive, whether they are a regular customer or going through a tough time.
• Being a Brand Ambassador — Represent the brand and values, creating an exceptional experience for customers, colleagues and external partners.

What We’re Looking For

• Motivation & Drive — Passion for exceptional service, tackling challenges, and continuous improvement.
• Strong Communication Skills — Handles complaints via phone, email and potentially webchat; explains things clearly and makes customers feel heard and valued.
• Empathy & Patience — Maintains calm and professionalism, especially with customers needing extra support.
• Goal‑Orientated & Commercial — Enjoys targets and makes balanced, commercial decisions that support good customer outcomes and business needs.
• Attention to Detail — Accuracy in investigating complaints, assessing evidence and recording information.
• Regulatory Awareness (or Willingness to Learn) — Understanding or willingness to develop knowledge of FCA regulations, Consumer Duty and complaint handling rules.
• Team Player & Self‑Starter — Motivated to work independently and collaborate across Claims and other teams.
• Experience — Previous experience in household insurance & Claims Handling is essential; financial services or complaint handling is desirable but not essential – full training provided.

Why This Opportunity is Exciting

• Career Growth with Pay Increases — Start with us and grow your career with full training and increasing pay as you gain experience and performance.
• Join an Amazing Team — Be part of a supportive, friendly team that collaborates to improve results.
• Endless Development Opportunities — Continuous growth opportunities as you master new skills in complaint handling and insurance.
• A Fun and Dynamic Environment — A positive, high‑energy workplace where work is enjoyable and rewarding.

Grow with Acorn

At Acorn Insurance, we’re proud of our Liverpool roots and our growth as part of the Acorn Group. We employ 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024.

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