Fnol Team Leader

5 months ago

Liverpool, United Kingdom The Granite Group Full time

As a First Notification of Loss Team Leader, you will to be responsible for mentoring and coaching your team to identify trends and drive performance. You will be the main referral point for your team where you will be able to demonstrate technical expertise in liability, indemnity, and effective claims management.

**Role**: FRU Team Leader
**Location**: Liverpool
**Working hours**: You will be working Monday to Sunday, 5 days, 37.5 hours per week, 7.5 hours per day. Monday to Friday - hours will be between 8:00am and 8:00pm on a 3 week rolling rota. Weekend working - Saturday and Sunday between the hours of 9.00am to 17.00pm on a 3 week rolling rota basis.
**Salary**: £29,301 plus up to an additional £4,200 performance related bonus per annum, once established within your role.

**What you will be doing**:

- To manage a team of First Response Unit Motor Claims Handlers who take the initial notification and manage the claim within the first 48 hours, promptly assessing the liability position on the claim whilst providing first class service to our customers
- To manage claims effectively to deliver the right outcome for our Customers and Haven Insurance
- To lead by example and endorse the company behaviours and values
- Responsibility for staff performance management, training and development to maximise efficiency and quality output in line with department KPI’s & objectives
- To achieve first class technical and quality claims handling within the First Response Unit
- To maximise Policyholder use of our network for repairs, hire and Solicitors on both fault and non-fault claims to drive a positive customer journey
- To maximise the team's capture of Third Party injuries, repair and hire claims by way of intervention on fault claims
- To ensure that a fully effective leakage control programme is in place with particular focus on liability decision making
- Utilising internal and external companies to gain as much information on each claim as possible to make a timely liability decision

Key Responsibilities
- Complaints handling
- Undertaking handler audits of a minimum of 5 file audits per handler per month highlighting trends, training and development needs along with driving integral data within the claim file and correct liability decision making
- To development and implementation of new claims management process improvements and assist with the design and delivery of training
- Ensure the team's service levels to all customers are in line with set standards
- Ensure the effective management of inbound call handling philosophies are adhered to
- Drive adherence to relevant referral processes within the team
- Performance management of staff, dealing with all aspects of people management including absence, holidays, time management, monthly one to one meetings, training and development, disciplinary procedures and staff welfare

**What we’re looking for**:

- Competent in department processes, philosophies and use of suppliers
- Highly motivated self-starter
- Proficient complaints handling capability
- Clear, focused and determined approach to problem solving
- Extensive experience in claims handling processes and philosophies
- Strong technical knowledge and negotiation skills
- A motivational and solutions-focused mindset
- Exceptional people management and leadership abilities

About Acorn Insurance
We are a growing business with great opportunities to build your knowledge of the financial services industry. As a specialist insurance provider, we have over 40 years of experience helping people secure motor insurance across all of the UK. We help more than 50,000 customers to find a policy that meets their needs and gives them the peace of mind that comes with high-quality insurance.

At Acorn Insurance we provide full training and continuous coaching inhouse you will be given full in-depth FCA regulated industry knowledge and have all the tools necessary to help you personally grow your career with the business.
We celebrate difference and it’s important to us that we have a culture where our people feel respected and valued for who they are. We pride ourselves on being accessible and encourage inclusive environments where our people can always give and show the very best of themselves.

Why Acorn Insurance?
Acorn want to give you more than a job, we want to give you a purpose and a career. So, what can we offer you as an employer? Some of the benefits you will receive include:
Enhanced Annual Leave entitlement starting at 31 days and potentially increasing to 35 days per year depending on grade & length of service (including bank holidays)
- Additional Buy & Sell Holidays
- Company Sick Pay Scheme
- Company Paid Maternity & Paternity Leave
- Enhanced Company Pension Scheme
- Online vouchers and discounts
- Fresh fruit Deliveries twice a week*
- £250 bonus for every new colleague you recommend to the business
- Free monthly Café Nero Coffee
- Cycle to work scheme
- Free eye test vouche

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