Acquis Insurance Management Role Profile – Insurance Operations Advisor
With our ongoing growth, we’re expanding the team to ensure we continue delivering high-quality support and service.
Acquis is an insurance broker and administrator, specialising in insurance administration services for the finance and leasing industry. With European headquarters in Amsterdam, UK headquarters in Newport, and US operations in Philadelphia, PA, we operate across 16 countries, bringing together a diverse team representing 17 nationalities and 18 languages. We take every opportunity to celebrate our diverse backgrounds and cultures.
Joining Acquis means becoming part of a dynamic, collaborative and forward-thinking organisation that values continuous improvement. We work together in a supportive and inclusive environment where every employee feels included and valued.
Role Purpose
The Insurance Operations Advisor provides a combination of high-quality customer service and insurance claims support. The role is responsible for responding to customer and stakeholder enquiries, managing insurance administration accurately and efficiently, and investigating and progressing claims to support fair, timely and appropriate outcomes.
As Acquis continues to automate repetitive activities, the role is evolving to provide greater opportunity to focus on higher-value work, particularly claims investigation, assessment, problem-solving and customer support. The successful candidate will use their skills to support customers across our UK and Portugal portfolios, while developing broader insurance and claims expertise within a varied and evolving Operations role.
Key Responsibilities
Insurance Operations:
- Provide professional and timely support to customers, and other stakeholders, across telephone, email and other communication channels, both in English and Portuguese.
- Manage customer enquiries, correspondence and complaints, ensuring information is accurately recorded and service levels are met.
- Maintain accurate and up-to-date customer, insurance and case information within Acquis systems.
- Build strong relationships with customers, brokers, insurers, lessors and suppliers, providing a high standard of service and treating customers fairly.
- Prioritise workloads effectively and work collaboratively with colleagues to maintain service levels and business continuity.
- Identify opportunities to improve processes and use automation to reduce repetitive administration and improve customer outcomes.
- Support and mentor colleagues where required and contribute to continuous improvement.
Claims Handling & Insurance Assessment:
- Full training will be provided, including structured training in claims handling, so previous claims experience is not essential.
- Manage claims from notification through investigation, assessment and settlement, ensuring customers are kept informed throughout.
- Support the investigation and progression of claims, gathering relevant information and developing claims-handling expertise through structured training and on-the-job experience.
- Set and review reserves, assess settlement options and make decisions within delegated authority.
- Liaise with customers, insurers, brokers, suppliers and external adjusters to progress claims efficiently.
- Identify opportunities for recovery, subrogation, contribution and salvage.
- Escalate claims outside delegated authority or where coverage is uncertain, in line with insurer requirements.
- Ensure claims are handled accurately, fairly and in accordance with regulatory, insurer and Acquis requirements.
Skills, Knowledge & Experience Required
- Native level language capabilities in both Portuguese and English, verbal and written, is required.
- Previous call centre experience is desired, ideally within a regulated environment, with proven experience of handling customer queries efficiently and professionally and delivering a high standard of customer service.
- Strong communication and relationship-building skills, with a professional and empathetic approach.
- Strong analytical and problem-solving skills, with the ability to investigate information and make sound decisions.
- Excellent attention to detail and the ability to manage multiple priorities and meet deadlines.
- Confident handling challenging conversations and complaints.
- Self-motivated and able to work effectively both independently and as part of a team.
- Adaptable and comfortable working with changing processes, technology and automation.
- A willingness to learn and develop insurance and claims expertise.
- Previous claims or insurance experience is advantageous but not essential, as full training will be provided.
Employee Benefits
- 25 days Annual Leave (with the option to buy and sell more)
- Hybrid working
- Incentive Bonus Scheme based on performance.
- Company Pension Scheme – 5% employee and employer contributions
- Private Medical Healthcare
- Group Life Insurance (x4 basic annual salary)
- Employee Assistance Programme
- Cycle to Work Scheme
- Access to Occupational Sick Pay
- Enhanced Maternity & Paternity Benefits
- Comprehensive Performance and Development Framework
- Social Events Committee
- ‘Refer a friend’ bonus scheme (£1000 per referral)
- Long service awards.
Job Types: Full-time, Permanent
Pay: £27,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Life insurance
- On-site parking
- Private dental insurance
- Private medical insurance
- Referral programme
- Sick pay
Experience:
- Customer service: 1 year (preferred)
Language:
Location:
- Newport NP10 8BD (required)
Work Location: Hybrid remote in Newport NP10 8BD
