Customer Service / Claims Call Auditor

Role: Customer Service/Claims Call Auditor

Location: Liverpool

Working hours: 37.5 hours, Monday to Friday from 9am to 5:30pm

Salary: £25876 plus an up to £2000 performance related bonus per annum, once established within your role

The Claims Governance Team is a department where independence of thought, integrity and the ability to maintain confidentiality are essential.

As a Customer Service/Claims Call Auditor, you will be working with the Claims Audit Lead and Claims Auditor, providing insight by undertaking QA Activity, utilizing the Quality Management System. This will help to ensure Regulatory compliance, and good Governance controls are operating effectively to mitigate risks.

You will act as an effective Team member providing support in a collaborative way to ensure that all required activity is completed, whilst building effective working relationships with the wider Governance Team and with Team Leaders.

What you will be doing:

• Complete accurate and insightful QA reviews on customer contacts, calls, webchats, administration and business processes.
• Maintain consistency in approach to QA monitoring.
• Identify opportunities to enhance operational efficiency and effectiveness for areas under review.
• Achieve oversight volumes accurately with identification of root causes.
• Build and maintain strong working relationships with operational areas you support and good working relationships with Team Leaders to understand processes.
• Be accountable for meeting deliverables, KPIs, and Quality standards.
• Contribute to the overall effectiveness and value of the QA function by recommending and developing innovative solutions.
• Adhere to FCA, TCF and Data Protection Regulations and other regulatory requirements.
• Maintain Insurance knowledge, understanding how legislation developments affect claim handling.
• Undertake other reasonable tasks and projects as required by your Manager

What we're looking for:

• Excellent written English and report writing skills
• Direct experience of working in customer facing teams
• Demonstrable investigation skills - identifying customer detriment and root causes
• Motivated self-starter who can plan and deliver against deadlines with a track record of delivery
• Understands the regulatory framework in which Haven Claims operates, keeping knowledge up to date
• Enthusiasm and passion for Quality, whilst retaining a pragmatic approach
• Independence and discretion- keeping colleagues' performance confidential
• Excellent communication and interpersonal skills.
• Career focused, having attained or willingness to work towards relevant Industry qualifications

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
• High Street vouchers and discounts
• 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
• Free self-development & qualifications via Magpie Learning
• A comprehensive Mental Health support a wide network of mental health first aiders and free counselling sessions
• Regular Employment Engagement including ongoing competitions with fantastic prizes.
• Charity fundraising events
• On selected sites

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

Candidates with experience or relevant job titles of; Customer Services Administrator, Customer Service Representative, Customer Support, Client Service, Sales Support, Customer Service Consultant, Customer Service Administrator, Business Support, Office Administrator and Administrative will all be considered.