Complaint Handler

We are looking for a Complaints Handler who is passionate about delivering an outstanding customer service.

If you are self-motivated, detail orientated, have great communication skills and a desire to achieve then this may be the role for you.

Role: Complaints Handler
Department: Acorn Complaints Team
Location: Liverpool, Hybrid
Working Hours: Monday to Friday, 37.5 hours between 9am and 5:30pm

Salary: £24,388 + £3000 Performance related bonus per annum

The Complaints function provides first class customer service and plays a critical role in improving services, products, and processes throughout the company.

What you will be doing:

• Investigate complaints fairly, efficiently and in line with all company procedures, regulatory expectations and TCF
• Compile professional and appropriate responses to complaints, maintaining high standard of customer service at all times
• Promote a positive complaint handling culture within the business, supporting the efficient, fair and consistent handling of complaints throughout the organisation.
• Liaise with front line departments and managers to ensure effective handling of complaints and actions to prevent recurrence
• Investigate Financial Ombudsmen Service ("FOS") complaints, compiling responses, and analysing FOS decisions
• Ensure complaints are recorded accurately on the system
• Assist with effective root cause analysis procedures to identify the underlying causes of customer complaints
• Support reporting by identifying key trends, root cause and corrective actions
• Contribute to the development of complaints procedures and the complaints system.
• Maintain knowledge of relevant departments’ processes and procedures, as well as regulatory guidelines and information

What we’re looking for:

• Investigate complaints fairly, efficiently and in line with all company procedures, regulatory expectations and TCF
• Compile professional and appropriate responses to complaints, maintaining high standard of customer service at all times
• Promote a positive complaint handling culture within the business, supporting the efficient, fair and consistent handling of complaints throughout the organisation
• Liaise with front line departments and managers to ensure effective handling of complaints and actions to prevent recurrence
• Investigate Financial Ombudsmen Service ("FOS") complaints, compiling responses, and analysing FOS decisions
• Ensure complaints are recorded accurately on the system
• Assist with effective root cause analysis procedures to identify the underlying causes of customer complaints
• Support reporting by identifying key trends, root cause and corrective actions
• Contribute to the development of complaints procedures and the complaints system
• Maintain knowledge of relevant departments’ processes and procedures, as well as regulatory guidelines and information

About Acorn Insurance

We are a growing business with great opportunities to build your knowledge of the financial services industry. As a specialist insurance provider, we have over 40 years of experience helping people secure motor insurance across all of the UK. We help more than 50,000 customers to find a policy that meets their needs and gives them the peace of mind that comes with high-quality insurance.

At Acorn Insurance we provide full training and continuous coaching inhouse you will be given full in-depth FCA regulated industry knowledge and have all the tools necessary to help you personally grow your career with the business.

We celebrate difference and it’s important to us that we have a culture where our people feel respected and valued for who they are. We pride ourselves on being accessible and encourage inclusive environments where our people can always give and show the very best of themselves.

Why Acorn Insurance

Acorn Insurance want to give you more than a job, we want to give you a purpose and a career. So, what can we offer you as an employer? Some of the "your tomorrow" benefits you will receive include:

• Enhanced Annual Leave entitlement starting at 31 days and potentially increasing to 35 days per year depending on grade & length of service (including bank holidays)
• Additional Buy & Sell Holidays
• Company Sick Pay Scheme
• Company Paid Maternity & Paternity Leave
• Generous Company Pension Scheme
• A comprehensive Mental Health support system via the health assured Employee Assistance Programme (EAP)
• A wide network of mental health first aiders.
• Our very own reward and discount platform "Your tomorrow"
• Fresh fruit Deliveries twice a week
• £250 Refer a friend bonus
• Cycle to work scheme
• Free eye test vouchers and a contribution towards the frames
• Regular Employment Engagement including ongoing competitions with fantastic prizes
• Charity fundraising events

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

If you think you would be a great fit for us, but don’t meet all the requirements of the role, please contact us as we’d love to discuss how Acorn Insurance could be the next step in your career journey.