First Party Claims Manager

First Party Claims Performance Managerin the First Party Claims leadership team to drive forward our strategy of delivering great customer and business outcomes. This role is pivotal in analysing performance data, identifying strategic opportunities and managing the implementation of initiatives to enhance the performance of the department. You will achieve this by using data to improve operational processes, creating strong cases for change and enhancing our future capabilities.

We’re currently made up of nearly 200 colleagues (and growing), we’re multi-site and our teams include repair progression, total loss, fire & theft, recoveries and motor engineering.

Fundamentally there are 4 essential components to the role:

• Leveraging data-driven insights to improve the performance, efficiency and quality of the department
• Forecasting the future performance of the department using a variety of key metrics – and putting in place actions to mitigate risks
• Tracking and analysing performance against our plan, recommending improvements and implementing solutions
• Providing support to the wider leadership team by shaping and maintaining the frameworks that keep the department aligned — including governance, planning cycles, performance rhythms and communication strategies — ensuring we deliver our strategic ambitions with consistency and clarity.

First Party Claims Performance Manager

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

• Using operational data to create strong cases for change and implementing solutions which improves the overall performance of the department
• Creating mechanisms to forecast a variety of claims performance metrics
• Analysing operational performance against plan and tracking actuals vs. forecast across all key metrics
• Tracking various resource related data such as attrition, overtime and shrinkage
• Recommending actions to the leadership team to optimise performance, improve efficiency and increase employee engagement
• Becoming intimate with our claims data relating to resource management, claims workflow and settlement outcomes
• Creating innovative ways of measuring, analysing and presenting various claims and resourcing data working closely with our data analysts
• Grow an in-depth knowledge of our first party claims operation and processes
• Collaborating with group resource planning, training, finance and data analytics teams
• Maintaining strong relationships with managers, team leaders and handlers across the function
• Developing a capacity plan to forecast future resourcing requirements, tracking variance against budget and providing ‘what if’ scenario planning

• Analytical and critical thinking skills
• Excellent analytical, problem-solving, and critical-thinking skills
• Comfortable with handling, analysing and presenting large amounts of data and metrics relating to telephony, resource and claims
• Experience of performance reporting and project management
• Strong communication skills – ability to present plans and data in a simple and engaging way depending on the audience
• Ability to engage with a wide range of stakeholders using leadership skills
• Ability to adapt to change and proactively implement new ways of working
• Grow with Acorn

At Acorn Insurance, we’re proud of our Liverpool roots — and even prouder of how far we’ve come. As part of the Acorn Group , we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we’ve grown into a national leader, now employing 1 ,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024.

We’re growing fast, with new opportunities emerging every week. That growth is largely due to the values we share:

• 🦏 We run through walls for our customers and each other
• 🐐 We challenge the status quo
• 🐧 We succeed when we help those around us succeed
• 🐆 We decide quickly when the smart thing to do is use our judgement
• 🌴 A maximum of 35 days’ holiday (depending on role and tenure) including bank holidays, with additional buy/sell options
• 🧠 24/7 mental health support & free counselling available
• ☝ Grow with us:
  Through career fairs, leadership…