Head of Department

Head of FNOLSalary: 50,000 55,000 (dependent on experience) + quarterly performance-based bonusHours: 35 hours per week, Monday to FridayDo not wait to apply after reading this description a high application volume is expected for this opportunity.Job SummaryWe 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 ResponsibilitiesLead, develop, and manage a high-performing FNOL function, including Team Leaders, training teams, and claims handlersSet 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 levelsFoster a competitive and engaging team environment, including incentives and performance initiativesIdentify opportunities for operational improvements and implement efficiency-driven solutionsConduct and oversee regular performance reviews and coaching for managers and team membersCollaborate with account managers to identify missed opportunities and improve conversion ratesPromote a positive team culture focused on collaboration, accountability, wellbeing, and customer excellenceManage workforce planning, forecasting, and staffing to meet demand and maintain service qualityWork cross-functionally with departments such as Repair, Engineering, Customer Experience, and IT to optimise the claims journeyProduce and present management information (MI), including performance trends, root cause analysis, and insightsOversee training, quality assurance, and ongoing development of FNOL staffLead audit and compliance activities, ensuring adherence to regulatory standards and continuous quality improvementAct as escalation point for complex cases and interdepartmental challengesBuild strong relationships with senior stakeholders and report regularly on performanceWork closely with HR on employee relations matters, including return-to-work processes and disciplinary actionsEnsure full compliance with regulatory requirements, data protection standards, and industry best practicesSkills & CompetenciesStrong strategic leadership and people management skillsSolid understanding of the Credit Hire / Personal Injury / Motor Claims sectorCommercial awareness and data-driven decision-making capabilityExcellent communication and stakeholder management skillsProven ability to drive operational performance xjdpvnf and executionStrong analytical and problem-solving skillsAbility to manage complexity and implement change effectivelyResilience, adaptability, and a proactive mindsetCommitment to developing talent and building high-performing teamsHigh levels of integrity, professionalism, and positivityExperience RequiredMinimum 3 years experience in contact centre managementExperience within insurance or motor claims environment (preferred)Demonstrable experience managing managers and leading operational teamsStrong track record of delivering against KPIs and service levelsExperience working with senior stakeholders and cross-functional teamsKnowledge of UK insurance claims processes, regulatory requirements, and GDPRProven experience in process improvement or transformation initiativesStrong analytical capability, with experience using MI to drive decisionsExcellent interpersonal and influencing skillsCustomer-focused approach with a commitment to high-quality outcomes

Created: 2026-04-28