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
* Ensure full compliance with regulatory requirements, data protection standards, and industry best practices
* 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
* High levels of integrity, professionalism, and positivity
Experience Required
* 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
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