FNOL Manager

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:

• Team Leadership & Management:
  • 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.
  • Conduct regular 1-to-1s, performance reviews, and provide constructive feedback to support team development.
  • Manage team rota, adherence, and ensure adequate staffing levels to meet service demands.
  • Foster a positive, collaborative, and high-performance team culture.
• FNOL Process Oversight:
  • Ensure the accurate and efficient capture of all First Notification of Loss details from customers and third parties.
  • Oversee the effective triage of claims, ensuring they are correctly categorised and passed to the appropriate departments.
  • Monitor call quality and adherence to internal procedures, regulatory requirements, and data protection guidelines.
  • Act as an escalation point for complex queries, challenging situations, or dissatisfied customers, resolving issues effectively and professionally.
• Quality Assurance & Compliance:
  • Regularly review recorded calls and customer interactions to ensure high standards of service and data capture are met.
  • Ensure team adherence to GTA (General Terms of Agreement) principles and relevant insurance industry standards.
  • Identify training needs within the team and work with management to implement appropriate development plans.
• Performance Reporting:
  • Track and report on team performance against key metrics, identifying trends, areas for improvement, and celebrating successes.
  • Contribute to operational meetings, providing insights on FNOL performance and customer feedback.
• Process Improvement:
  • Identify opportunities to improve FNOL processes and customer journeys, collaborating with other departments to implement efficiencies.
  • 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.