FNOL Team Leader

As First Notification 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.

Role: FNOL Team Leader

Location: Liverpool with Remote working available, but must be within reasonable distance to be able to commute to Liverpool City Centre when needed

Working hours: Monday to Friday from 11:30am to 8pm with 1 in 4 weekends from 9am to 5pm including 2 days in lieu

Salary: £27,000-£33,000 plus bonus potential

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 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, 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
• Participation in the supplier management process when required
• 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
• Maximise the imparting of technical knowledge to the team by way of 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

About Acorn Insurance

We have over 40 years of experience helping people secure competitive car, taxi, van, motor trade and home insurance, across the UK. As a specialist insurance provider, we offer a wide range of competitive insurance policies that can are tailored to our customers unique insurance needs. In 2020 we were in the Sunday Times top 30 Profit Track companies for private companies with fastest growing profits.

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
• Perk Box Online & High Street 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 vouchers and a contribution towards the frames
• Clearly defined progression paths with training and support
• National vocational qualifications
• Free self-development & qualifications via 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
• Unlimited access to a councillor 365 days a year, 24/7
• Free Hot Drinks*
• Dress Down Days
• Regular Employment Engagement including ongoing competitions with fantastic prizes
• Charity fundraising events

*on selected sites

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to satisfactory standard.