Head of Department
hace 6 días
Manchester
Head of FNOL Salary: £50,000 – £55,000 (dependent on experience) + quarterly performance-based bonus Hours: 35 hours per week, Monday to Friday Job Summary We are seeking an experienced and driven Head of FNOL to lead and develop a high-performing First Notification of Loss (FNOL) department. This role is responsible for ensuring efficient, effective, and customer-focused handling of all first notifications, while driving operational excellence and team performance. You will lead FNOL Team Leaders and their teams, fostering a culture of accountability, collaboration, and continuous improvement. Working closely with senior leadership, you will play a key role in delivering business objectives and enhancing the overall customer journey. This is a fast-paced, high-energy environment, requiring resilience, adaptability, and strong leadership. The successful candidate will thrive under pressure, maintain high standards, and respond quickly to changing priorities. Key Responsibilities • Lead, develop, and manage a high-performing FNOL function, including Team Leaders, training teams, and claims handlers, • Set clear departmental goals, KPIs, and service standards (e.g. call answer times, quality, conversion rates, first contact resolution), • Monitor and drive performance, ensuring consistent achievement of targets and service levels, • Foster a competitive and engaging team environment, including incentives and performance initiatives, • Identify opportunities for operational improvements and implement efficiency-driven solutions, • Conduct and oversee regular performance reviews and coaching for managers and team members, • Collaborate with account managers to identify missed opportunities and improve conversion rates, • Promote a positive team culture focused on collaboration, accountability, wellbeing, and customer excellence, • Manage workforce planning, forecasting, and staffing to meet demand and maintain service quality, • Work cross-functionally with departments such as Repair, Engineering, Customer Experience, and IT to optimise the claims journey, • Produce and present management information (MI), including performance trends, root cause analysis, and insights, • Oversee training, quality assurance, and ongoing development of FNOL staff, • Lead audit and compliance activities, ensuring adherence to regulatory standards and continuous quality improvement, • Act as escalation point for complex cases and interdepartmental challenges, • Build strong relationships with senior stakeholders and report regularly on performance, • Work closely with HR on employee relations matters, including return-to-work processes and disciplinary actions, • Strong strategic leadership and people management skills, • Solid understanding of the Credit Hire / Personal Injury / Motor Claims sector, • Commercial awareness and data-driven decision-making capability, • Excellent communication and stakeholder management skills, • Proven ability to drive operational performance and execution, • Strong analytical and problem-solving skills, • Ability to manage complexity and implement change effectively, • Resilience, adaptability, and a proactive mindset, • Commitment to developing talent and building high-performing teams, • Minimum 3 years’ experience in contact centre management, • Experience within insurance or motor claims environment (preferred), • Demonstrable experience managing managers and leading operational teams, • Strong track record of delivering against KPIs and service levels, • Experience working with senior stakeholders and cross-functional teams, • Knowledge of UK insurance claims processes, regulatory requirements, and GDPR, • Proven experience in process improvement or transformation initiatives, • Strong analytical capability, with experience using MI to drive decisions, • Excellent interpersonal and influencing skills, • Customer-focused approach with a commitment to high-quality outcomes