FNOL Team Manager
Manchester Business Park
£35,000 - £45,000 per annum
Southam Selections are working on behalf of a rapidly growing credit hire company, dedicated to providing seamless vehicle replacement solutions for customers following non-fault accidents.
They are now looking to add a FNOL manager to their newly opened site in Manchester Business Park with someone who has experience working within Credit Hire and can manage a team.
This is a critical role at the forefront of the business, requiring strong leadership skills, an excellent understanding of the credit hire process, and a passion for customer service.
Key Responsibilities:
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Team Leadership & Management:
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Lead, motivate, and coach a team of FNOL Advisors to achieve individual and team performance targets (KPIs) relating to call quality, efficiency, data accuracy, and customer satisfaction.
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Conduct regular 1-to-1s, performance reviews, and provide constructive feedback to support team development.
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Manage team rota, adherence, and ensure adequate staffing levels to meet service demands.
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Foster a positive, collaborative, and high-performance team culture.
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FNOL Process Oversight:
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Ensure the accurate and efficient capture of all First Notification of Loss details from customers and third parties.
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Oversee the effective triage of claims, ensuring they are correctly categorised and passed to the appropriate departments.
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Monitor call quality and adherence to internal procedures, regulatory requirements, and data protection guidelines.
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Act as an escalation point for complex queries, challenging situations, or dissatisfied customers, resolving issues effectively and professionally.
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Quality Assurance & Compliance:
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Regularly review recorded calls and customer interactions to ensure high standards of service and data capture are met.
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Ensure team adherence to GTA (General Terms of Agreement) principles and relevant insurance industry standards.
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Identify training needs within the team and work with management to implement appropriate development plans.
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Performance Reporting:
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Track and report on team performance against key metrics, identifying trends, areas for improvement, and celebrating successes.
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Contribute to operational meetings, providing insights on FNOL performance and customer feedback.
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Process Improvement:
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Identify opportunities to improve FNOL processes and customer journeys, collaborating with other departments to implement efficiencies.
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Stay updated on industry best practices and regulatory changes affecting FNOL and credit hire.
Skills & Experience Required:
- Credit Hire Knowledge (Essential): A solid understanding and proven experience within the credit hire industry, including the FNOL process, GTA, and typical customer journeys.
- Team Leadership Experience: Proven experience in leading, coaching, and motivating a team within a contact centre or fast-paced customer service environment.
- Exceptional Customer Service Skills: A genuine passion for delivering outstanding customer service, with the ability to instil this ethos within your team.
- Strong Communication: Excellent verbal and written communication skills, with the ability to articulate complex information clearly and professionally.
- Problem-Solving: Strong analytical and problem-solving abilities, capable of making swift, informed decisions.
- Resilience & Adaptability: Ability to thrive in a dynamic, high-pressure environment and adapt to changing priorities.
- IT Proficiency: Competent in using CRM systems, Microsoft Office Suite, and other relevant software.
- Organisational Skills: Highly organised with excellent attention to detail and the ability to manage multiple priorities.