Fnol Team Handler

**FNOL Team Manager**

**Location**:Chorley, Lancashire

**Salary**:£28,000

**Overall Purpose**

Taking care of their customers and their people is at the heart of everything our Client does.

Reporting directly to the Operations Performance Improvement Manager the jobholder will manage the First Notification of Loss Team.

Your responsibility is to provide leadership and motivational direction to a team of FNOL handlers, ensuring that procedures are followed and they carry out their duties efficiently to ensure all claims are managed in accordance with Company policies, procedures and Service Level Agreements.

**Main Duties**

1) Provide leadership to a team of FNOL handlers to provide exceptional service to our customers.
2) Ensure SMART objectives are set and achieved including productivity, utilisation, SLAs/KPIs
3) Work with key stakeholders to Implement, develop and continually review processes, ensuring they remain effective and efficient to provide the best [possible service to our referrers, customers and supply chain.
4) Excel in your ability to get the best out of your team members through leadership, ongoing coaching, developing and mentoring of you team members.
5) Performance management of staff, dealing with all aspects of people management including quality auditing, absence, holidays, and time management, adhering to SLAs, monthly one-to-ones, performance reviews, training and development, disciplinary procedure, and staff welfare
6) Assist the recruitment process including the interviewing and training of new recruits and ensuring continuous development of existing staff members.
7) Provide the team with feedback on company performance and ensure they are kept up to date with all changes.
8) To achieve individual KPI’s and SLA’s.
9) Comply with all company rules and procedures especially those relating to health & safety, FCA Compliance and data protection with an obligation to remain informed and up to date on all such matters.
10) To undertake any other duties consistent with the role.

**Skills & Experience Required**
- Strong self and time management ability and IT experience are necessary.
- A high customer and delivery focused individual, you will thrive on working in a target driven environment where performance improvements and innovation are constantly being pursued
- A well-developed sense of financial awareness, you are someone who can see the bigger picture and work closely with peers and line managers to ensure delivery against SLA's and targets
- Excellent communication skills, both verbal and written
- Strong leadership and management skills, and ability to support, coach and motivate employees in a high pressurised environment
- Influencing and negotiation skills
- Problem solving skills with the ability to adopt a logical approach to resolving problems
- Great customer service skills
- Good numeracy and literacy skills
- Strong IT and software skills
- Experience in leading a team within is customer service function is desirable.
- An organised, and methodical person with a resilient and gregarious nature and desire to work hard is required.

**Responsibilities**

It is the responsibility of each individual job holder to ensure that all main duties as specified above are delivered to an acceptable standard.

It is the responsibility of the reporting manager to ensure that all relevant regulatory rules are adhered to and that the individual job holder remains competent in all areas of duties.

It is the responsibility of the reporting manager to ensure that the individual job holder is appropriately supervised, that competence is regularly reviewed, and the level of competence is deemed appropriate to the nature of the job and duties that the individual job holder carries out.

**Hybrid Working**

**Job Types**: Full-time, Permanent

**Salary**: £28,000.00 per year

Schedule:

- Monday to Friday

**Experience**:

- automotive insurance industry: 1 year (preferred)
- credit hire: 1 year (preferred)

Work Location: In person

Reference ID: FNOL Team Handler