Head of FNOL
£50,000-£55,000 DOE plus quarterly bonus
Monday-Friday
Manchester
MPJ Recruitment are delighted to be working with fast growing business based in the heart of Manchester city centre. To lead and develop the FNOL department, ensuring efficient, effective, and customer-focused handling of first notification of loss. The key purpose of the Head of FNOL is to manage the FNOL Team Leaders, work collaboratively and inspire team member to achieve their full potential.
The FNOL Manager will support and coach the management team to deliver high standards of performance. The successful candidate will work closely with the Head of Operations and business Directors to deliver the best possible service.
We are seeking a candidate who thrives in a fast-paced environment and demonstrates the ability to perform effectively under pressure. The successful individual will be resilient, adaptable, and capable of maintaining high standards in the face of constant change and competing demands. They will possess strong mental and professional resilience, enabling them to stay focused, composed, and productive in a relentless, high-energy setting. A proactive mindset and the ability to quickly respond to shifting priorities are essential for success in this role.
Responsibilities:
- Lead a high-performing FNOL department, recruit, develop, motivate and manage team members including team leaders, training function and oversee claims handlers.
- Communicator of department goals, targets, and updates on a regular basis.
- Deliver a competitive environment with some daily and weekly competitions to keep staff engaged. A budget will be made available for any ideas and games that will deliver additional revenue.
- Define and monitor KPIs / service levels (inc, call answer times, first contact resolution, quality, accuracy and conversion).
- Drive continuous improvement within the FNOL department by identifying improvement and operational efficiencies.
- Ensure effective management of FNOL handlers, including ensuring that all monthly reviews are completed affectively.
- Liaise with account managers to identity missed opportunities and increase conversions across external panels.
- Foster and develop a positive, high-performing team culture within the FNOL department by promoting collaboration, accountability, and continuous improvement, while supporting employee wellbeing, recognising success, and embedding a customer-first mindset across all interactions.
- Manage resource forecasting and staffing requirements to meet demand while maintaining quality and customer service. Ensuring adequate handover of shifts from managers.
- Collaborate with other business areas including Repair, Engineering, Customer Experience and IT to optimise the claims journey, drive customer satisfaction and minimise leakage.
- Provide management information (MI), insight and reporting to senior management: trends, root cause analysis, workload, performance against SLAs, cost per claim and customer feedback.
- Oversee training and development of FNOL staff, ensure consistent standard of handling, maintain quality assurance, coaching and mentoring.
- Lead audit monitoring and action across FNOL operations, ensuring consistent quality and compliance by reviewing call handling and case outcomes, identifying trends and risks, and implementing targeted improvement plans to drive performance and regulatory adherence.
- Act as escalation point for complex FNOL cases and cross-department challenges.
- Report directly into business Directors on day-to-day performance.
- Resolve problems and conflicts positively.
- Work in collaboration with HR on requirements such as Return to Works, Duty of Cares and disciplinaries.
- Ensure compliance with regulatory guidelines and procedures to provide high quality service and outstanding customer care.
- Any other duties required as part of the role.
Benefits:
- A competitive salary
- Quarterly bonus
- Monday – Friday
- 25 days annual leave + bank holidays
- A supportive, friendly, fast‑paced team culture
- Modern, city‑centre office environment
- Dress‑down Fridays
- Plus other benefits
Interested in knowing more? CLICK APPLY.
