Head of Department

Head of FNOL

Salary: £50,000 – £55,000 (dependent on experience) + quarterly performance-based bonus

Hours: 35 hours per week, Monday to Friday

Do not wait to apply after reading this description a high application volume is expected for this opportunity.

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 xwzovoh 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