Job Description

We are seeking an Operational Team Leader within our Credit Hire department to be a pro-active thinker who is highly motivated and leads from front.

Leading a team of Credit Hire Handlers, you will drive our culture of openness and hold responsibility for the development and people management aspects of your team.

Job title:

Operational Team Leader

Location:

Liverpool, office based with hybrid working available

Working hours:

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

Salary:

34,710 - 43,797 plus an achievable annual bonus of up to 2500 paid quarterly

What you will be doing:

Lead a team of credit hire handlers within our mitigation department Performance management of staff, dealing with all aspects of people management including quality auditing, absence, holidays, and time management, adhering to SLA's, monthly one to ones, performance reviews, training and development, disciplinary procedure, and staff welfare Undertaking handler audits of a minimum of 5 file audits per handler per month highlighting trends, training and development needs along with driving integral data within the claim file, effective settlement of credit hire claims and prompt correct liability decision making Act as a key link between the mitigation department and the wider business to help ensure mitigation awareness across the business is maintained Impart technical knowledge to the team by way of mentoring and coaching with the ability to display a thorough knowledge on areas of indemnity, liability, and credit hire Maximise capture opportunity for our panel of service providers delivering the right outcome for both the customer and Acorn Insurance To participate in the design, development and implementation of new claims management process improvements and assist with the design and delivery of training Ensure the effective management of inbound call handling philosophies are adhered to

What we're looking for:

Experience of motor claims is essential Experience in handler and/or managing credit hire claims is desired but not essential Proven ability to positively influence team members through a culture of openness, trust, and respect to achieve optimum performance To lead by example and endorse the company behaviours and values Highly motivated self-starter Clear, focused and determined approach to problem solving Authoritative manner with ability to listen Persuasive, strong, and confident communication skills People Management experience essential

About Acorn Insurance



With over 40 years of experience, Acorn Insurance is a specialist provider dedicated to helping individuals secure motor insurance across the UK. We proudly serve more than 50,000 customers, ensuring they find policies that meet their needs and provide the peace of mind that comes with high-quality cover.



At Acorn Insurance, we offer comprehensive training and continuous in-house coaching. You'll receive in-depth, FCA-regulated industry knowledge and all the tools necessary to grow your career with us.



We celebrate diversity and are committed to fostering a culture where everyone feels respected and valued. As a Disability Confident Level 1 and Level 2 employer, we ensure our workplace is accessible and inclusive, encouraging our people to bring their best selves to work every day.



The Acorn Group has been recognised as a Great Place to Work for 2024/5. A record number of employees participated in our survey, overwhelmingly highlighting our welcoming and supportive atmosphere as an excellent place to build a career. We are committed to continuous improvement and have ambitious plans for 2025.



Why Acorn Insurance?



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

Wellbeing:

Enhanced Annual Leave entitlement starting at 31 days and potentially increasing to 35 days per year depending on grade & length of service (including bank holidays) Enhanced paternity pay and 16 weeks full maternity pay. Colleague Assistance programme offers a suite of wellbeing services such as: 6 Free Counselling sessions per year Unlimited access to a telephone councillor 24/7 Access to a free 4-week programme of cognitive behavioural therapy (CBT) with a trained therapist mentor. Network of internal qualified mental health first aiders are available to provide support to colleagues.

Financial:

A core level of life assurance with the option to increase cover via salary sacrifice and add your spouse/partner Ability to access your earnings before payday via Dayforce Wallet. Company pension scheme Refer a friend scheme with a 250 bonus for every colleague recommended on passing their probation period. Access to a flexible benefits platform including an annual flex pot allowance to spend on over 15 benefits of your choice. Ability to give back. You can opt into donating money to charity to climate positive organisations directly from your salary.

Reward, Recognition and Culture:

Long Service Award paid on 5,10- and 15-years' service A reward and recognition hub to celebrate and reward colleagues and peers. Consistent and engaging company events including company awards, competitions and charity fundraisers. Budgets for department leaders to use for social and engagement events.

Please visit out website to view more of our excellent work benefits!



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



Unfortunately, due to the length of training and complexity of the role, we can only accept applications from candidates who have at least one year remaining on their (Graduate/ Post study work) visa. Unfortunately, we are unable to provide visa sponsorships.



At Acorn, we are committed to creating an inclusive and supportive work environment. We recognise that candidates may have specific needs and are happy to consider reasonable adjustments to the recruitment process and working environment to accommodate individual requirements. Whether it's modifying equipment, adjusting working hours, or providing additional support, we aim to ensure all employees can perform at their best. If you require any reasonable adjustments, please let us know during the application or interview process, and we will work with you to ensure your needs are met.