FNOL Claims Team Leader

MPL Claims Limited; Colchester; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading insurance firm in Colchester is seeking an experienced FNOL Team Manager to lead its new First Notification of Loss function. You will manage a team responsible for ensuring a high-quality customer experience and efficient claims triage. Ideal candidates will have strong experience in insurance, excellent communication skills, and a proven track record of improving service efficiency. The role includes managing team performance and compliance with regulatory standards, with working hours from 8:00am to 6:00pm.

Qualifications

• Experienced people leader within insurance or claims handling.
• Strong understanding of FNOL or claims intake processes.
• Proven track record in process improvement.

Responsibilities

• Lead and develop the FNOL team to meet performance targets.
• Ensure compliance with regulatory standards.
• Manage team performance against KPIs.

Skills

Leadership in insurance or claims handling

Understanding FNOL processes

Communication skills

Analytical skills

Performance management

Job description

We’re looking for an experienced and motivated FNOL Team Manager to lead our new dedicated First Notification of Loss (FNOL) function. You’ll manage a team responsible for handling all incoming notifications, ensuring a high-quality, consistent customer experience and efficient claims triage.

Key Responsibilities:

• Lead, coach, and develop the FNOL team to deliver excellent customer service and meet performance targets.
• Oversee the accurate capture and triage of all new claims across multiple product lines.
• Manage team performance against key KPIs (answer speed, call quality, data accuracy, and customer satisfaction).
• Ensure compliance with regulatory and company standards across all FNOL activity.
• Work closely with operational and technical teams to streamline processes and handovers.
• Use MI and performance insights to identify improvements and drive efficiency.
• Complaint Handling arising from FNOL activities
• Support flexible coverage to reduce out-of-hours reliance and improve service continuity

About You:

• Experienced people leader within insurance, claims handling, or contact centre operations.
• Strong understanding of FNOL or claims intake processes across Motor, Property, or Liability.
• Excellent communication, coaching, and organisational skills.
• Analytical and solutions-focused, with a passion for improving service and efficiency.
• Confident managing performance in a fast‑paced, customer‑driven environment. Desirable
• Experience implementing or managing a multi‑line FNOL operation.
• Knowledge of FCA, GDPR, and Treating Customers Fairly (TCF) requirements.
• Proven track record in process improvement or operational change.

Working Hours

• The FNOL team will operate Monday to Friday, 8:00am – 6:00pm, with rotational Saturday cover to ensure seamless service delivery from our Colchester Office.
• The Team Manager will be responsible for managing and supporting resource coverage across these hours, including occasional Saturday oversight as part of the rota.