Role Purpose:
We’re looking for an experienced and motivated FNOL Team Manager to lead our new dedicated First Notification of Loss (FNOL) function. You’ll manage a team responsible for handling all incoming notifications, ensuring a high-quality, consistent customer experience and efficient claims triage.
Key Responsibilities:
- Lead, coach, and develop the FNOL team to deliver excellent customer service and meet performance targets.
- Oversee the accurate capture and triage of all new claims across multiple product lines.
- Manage team performance against key KPIs (answer speed, call quality, data accuracy, and customer satisfaction).
- Ensure compliance with regulatory and company standards across all FNOL activity.
- Work closely with operational and technical teams to streamline processes and handovers.
- Use MI and performance insights to identify improvements and drive efficiency.
- Complaint Handling arising from FNOL activities
- Support flexible coverage to reduce out-of-hours reliance and improve service continuity
About You:
- Experienced people leader within insurance, claims handling, or contact centre operations.
- Strong understanding of FNOL or claims intake processes across Motor, Property, or Liability.
- Excellent communication, coaching, and organisational skills.
- Analytical and solutions-focused, with a passion for improving service and efficiency.
- Confident managing performance in a fast-paced, customer-driven environment. Desirable
- Experience implementing or managing a multi-line FNOL operation.
- Knowledge of FCA, GDPR, and Treating Customers Fairly (TCF) requirements.
- Proven track record in process improvement or operational change. Working Hours
- The FNOL team will operate Monday to Friday, 8:00am – 6:00pm, with rotational Saturday cover to ensure seamless service delivery from our Colchester Office.
- The Team Manager will be responsible for managing and supporting resource coverage across these hours, including occasional Saturday oversight as part of the rota.