Job Title: FNOL Team leader
Location: Liverpool
Salary: £27,000 – £33,000 DOE Plus £7k comission
Job Type: Permanent
Working hours: Monday to Friday from 11:30am to 8pm with 1 in 4 weekends from 9am to 5pm including 2 days in lieu
About us:
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.
About the role:
As a First Notifcation of Loss Team Leader you will to be responsible for performance management of your team. You will identify trends and development arears and be able to drive performance through mentoring and coaching. You will be the main referral point for your team where you will be able to demonstrate your knowledge and experience in arears such as liability and indemnity.
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 drive forward the objective to manage claims effectively to deliver the right outcome for our Customers and Haven Insurance
- To lead by example
- 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, dealing as first level complaints handler capable of resolving the majority of complaints generated on the team to the customer’s satisfaction
- 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 prompt correct liability decision making
- To participate in the design, 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
- Be the main technical referral point for the team with the ability to display thorough knowledge on areas of indemnity, liability, recovery and quantifying claims
- Mentoring and coaching
- 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
- Authoritative manner with ability to listen
- Strong technical experience
- Persuasive, strong and confident negotiation skills
- Mature approach with the ability to command the respect of the team
Why Acorn Insurance?
Benefits;
- 31 days annual leave
- Additional Buy & Sell Holidays
- Company Sick Pay Scheme
- Company Paid Maternity & Paternity Leave
- Pension Scheme
- Perk Box
- £250 recommendation bonus
- Cycle to work scheme
- Free eye test vouchers
- National vocational qualifications
- Magpie Learning
- A comprehensive Mental Health support network including:
- A wide Network of Mental Health First Aiders 4 free counselling sessions
- CBT programmes available with a trained Therapist Mentor
- Regular Employment Engagement including ongoing competitions with fantastic prizes
- Charity fundraising events
If this is you please click APPLY
Candidates with experience or relevant job titles of; Enquiries Assistant, Enquiries Advisor, Enquiries Executive, Team Enquiries Advisor, Client Team Enquiries Assistant, Customer Services Executive, Customer Service Representative, Customer Service Consultant, Customer Service Administrator, Customer Service Representative, Customer Advisor, Customer Support, Business Support, Customer Service Advisor, Customer Service, Customer Services Officer, will all be considered.
