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
- Ensure full compliance with regulatory requirements, data protection standards, and industry best practices
Skills & Competencies
- 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