Head of Department

<p><strong>Head of FNOL</strong></p><p><strong>Salary:</strong> £50,000 – £55,000 (dependent on experience) + quarterly performance-based bonus</p><p><strong>Hours:</strong> 35 hours per week, Monday to Friday</p><p><br><br>Do not wait to apply after reading this description a high application volume is expected for this opportunity.<br></p><p><strong>Job Summary</strong></p><p>We are seeking an experienced and driven <strong>Head of FNOL</strong> 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.</p><p><br></p><p>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.</p><p>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.</p><p><strong>Key Responsibilities</strong></p><ul><li>Lead, develop, and manage a high-performing FNOL function, including Team Leaders, training teams, and claims handlers</li><li>Set clear departmental goals, KPIs, and service standards (e.g. call answer times, quality, conversion rates, first contact resolution)</li><li>Monitor and drive performance, ensuring consistent achievement of targets and service levels</li><li>Foster a competitive and engaging team environment, including incentives and performance initiatives</li><li>Identify opportunities for operational improvements and implement efficiency-driven solutions</li><li>Conduct and oversee regular performance reviews and coaching for managers and team members</li><li>Collaborate with account managers to identify missed opportunities and improve conversion rates</li><li>Promote a positive team culture focused on collaboration, accountability, wellbeing, and customer excellence</li><li>Manage workforce planning, forecasting, and staffing to meet demand and maintain service quality</li><li>Work cross-functionally with departments such as Repair, Engineering, Customer Experience, and IT to optimise the claims journey</li><li>Produce and present management information (MI), including performance trends, root cause analysis, and insights</li><li>Oversee training, quality assurance, and ongoing development of FNOL staff</li><li>Lead audit and compliance activities, ensuring adherence to regulatory standards and continuous quality improvement</li><li>Act as escalation point for complex cases and interdepartmental challenges</li><li>Build strong relationships with senior stakeholders and report regularly on performance</li><li>Work closely with HR on employee relations matters, including return-to-work processes and disciplinary actions</li><li>Ensure full compliance with regulatory requirements, data protection standards, and industry best practices</li></ul><p><strong>Skills & Competencies</strong></p><ul><li>Strong strategic leadership and people management skills</li><li>Solid understanding of the Credit Hire / Personal Injury / Motor Claims sector</li><li>Commercial awareness and data-driven decision-making capability</li><li>Excellent communication and stakeholder management skills</li><li>Proven ability to drive operational performance xwzovoh and execution</li><li>Strong analytical and problem-solving skills</li><li>Ability to manage complexity and implement change effectively</li><li>Resilience, adaptability, and a proactive mindset</li><li>Commitment to developing talent and building high-performing teams</li><li>High levels of integrity, professionalism, and positivity</li></ul><p><strong>Experience Required</strong></p><ul><li>Minimum 3 years’ experience in contact centre management</li><li>Experience within insurance or motor claims environment (preferred)</li><li>Demonstrable experience managing managers and leading operational teams</li><li>Strong track record of delivering against KPIs and service levels</li><li>Experience working with senior stakeholders and cross-functional teams</li><li>Knowledge of UK insurance claims processes, regulatory requirements, and GDPR</li><li>Proven experience in process improvement or transformation initiatives</li><li>Strong analytical capability, with experience using MI to drive decisions</li><li>Excellent interpersonal and influencing skills</li><li>Customer-focused approach with a commitment to high-quality outcomes</li></ul>