Fnol Team Leader - Liverpool, United Kingdom - The Granite Group

The Granite Group

Verified Company

Liverpool, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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.

Role:
FRU Team Leader

Location:
Liverpool

Working hours:
You will be working Monday to Sunday, 5 days, 37.5 hours per week, 7.5 hours per day. Monday to Friday - hours will be between 8:00am and 8:00pm on a 3 week rolling rota.

Weekend working - Saturday and Sunday between the hours of 9.00am to 17.00pm on a 3 week rolling rota basis.

Salary:
£29,301 plus up to an additional £4,200 performance related bonus per annum, once established within your role.

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 nonfault 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 selfstarter
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 are a growing business with great opportunities to build your knowledge of the financial services industry.

As a specialist insurance provider, we have over 40 years of experience helping people secure motor insurance across all of the UK.

We help more than 50,000 customers to find a policy that meets their needs and gives them the peace of mind that comes with high-quality insurance.

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.

We celebrate difference and it's important to us that we have a culture where our people feel respected and valued for who they are.

We pride ourselves on being accessible and encourage inclusive environments where our people can always give and show the very best of themselves.

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