Key Leadership Role: FNOL Team Leader
We are seeking an experienced FNOL Team Leader to oversee a dynamic and customer-focused team handling both motor and property claims.
Responsibilities
* Lead and support a team of FNOL claims handlers delivering service excellence across motor and property lines.
* Ensure performance against agreed client SLA/KPIs, including call handling, reporting, and customer satisfaction.
* Provide day-to-day coaching, mentoring, and support to junior staff and new joiners.
* Develop and deliver training around client service expectations, claims procedures, and best practice.
* Monitor individual and team performance, conduct regular 1:1s, and identify development needs.
* Act as a point of escalation for complex or sensitive customer interactions.
* Collaborate with internal stakeholders to improve processes, customer journey, and workflow efficiency.
Requirements
* Proven experience in a team lead or supervisory role within claims or customer service, ideally in an FNOL setting.
* Strong background in motor and/or property claims handling.
* Experience in mentoring junior staff and conducting team training sessions.
* Excellent knowledge of client service level delivery and SLA management.
* Minimum APA qualification required; CIP highly desirable.
* Strong leadership, communication, and organisational skills.
* A collaborative mindset and commitment to delivering a first-class customer experience.
About This Role
This is an exciting opportunity for you to develop your leadership skills and contribute to our company's success. If you have the right attitude and qualifications, we want to hear from you!
About Us
We are a well-established provider of claims management and insurance support services. We pride ourselves on delivering exceptional customer experiences and exceeding client expectations.