FNOL Team Leader

Keeper Recruitment
23 Apr 2019
10 May 2019
Contract Type
Full Time
Great opportunity for a FNOL Team Leader with an in-depth knowledge of the motor claims industry to join a leading Claims Management company based in Cheadle. The successful candidate will be responsible for the day to day management of Insured Services team,

Duties of FNOL Team Leader

* Supervision of all direct reports - team seniors

* Resource planning of department – careful planning of holidays, breaks, allowance for sickness, training, promotions, leavers/joiners to ensure an agent utilisation of 90% is maintained.

* To ensure all staff answer the telephone within 10 seconds and deal with calls as per their job descriptions.

* Lead the day to day operations within the department and drive improvements in performance through people

* Provide mentoring and seek to continually develop the technical skill and performance of team members

* Compiling and analysing Management Information to assist in ensuring customer service and team performance targets are monitored and corrective action if required is taken in a proactive manner.

* Assist in the development of claims management systems

* To carry out 5 quality audits a week on each handler for PRP.

Skills required for FNOL Team Leader

* Detailed knowledge of insurance claims handling and compliance processes

* Actively promote a high-performance culture in a people, values and vision centric environment

* Ability to work to deadlines and SLA’s

* Approachable management style

* Collating client MI and conducting client operational performance reviews

* Ability to adopt a logical approach

* Basic knowledge of relevant legislation – Financial Ombudsman Service (FOS) and Financial Conduct Authority (FCA).

* Cert CII qualification or above desirable

In return you will receive a competitive salary with excellent benefits and the opportunity to progress your career

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