Team Leader - FNOL

Team Leader: As a result of our First Notification of Loss Department expanding into our Bournemouth office, we have three fantastic opportunities to join as a Team Leader. As a Team Leader you will be responsible for all aspects of customer service within your team and will also be responsible for the monitoring of your team using department measures data to improve performance. Also ensuring that company processes and compliance are adhered to.

As a Team Leader you will carry out annual and half-yearly performance reviews, be responsible for developing your team, and for ensuring that suitable development plans are in place. As a Team Leader you will monitor adherence to the complaints process and carry out root cause analysis with a view to improving customer journey. You will also represent your team, the department and/or their Operations Leader on new initiatives, projects & process changes where required.

Main Responsibilities as a team Leader within FNOL:

• To lead a team by example, motivate and develop. To be responsible for ongoing training, coaching and development.


• Discuss ongoing performance on a regular basis ensuring that any under performance is addressed.


• Carry out yearly and half yearly performance reviews.


• Ensure that fraud is identified and investigated appropriately using all available investigation techniques.


• Effective prioritisation of work within the team to maximise cost control.


• Understanding and utilising operational measures to build capability within the team.


• Ensure that the team is managed utilising company policies with appropriate records kept eg absence & disciplinary.


• Monitor complaints within the team ensuring company and FCA guidelines are met with feedback provided where appropriate.



• Provide training and technical support to the teams to protect claims costs with emphasis on:

Spend
Recovery

• To ensure that fraud is identified and investigated appropriately using all available investigation techniques., At Ageas we offer a wide range of benefits to support you and your family inside and outside of work, which helped us achieve, Top Employer status in the UK.


Flexible Working - Smart Working @ Ageas gives employees flexibility around location (as long as it's within the UK) and, for many of our roles, flexibility within the working day to manage other commitments, such as school drop offs etc. We also offer all our vacancies part-time/job-shares . We also offer a minimum of 35 days holiday (inc. bank holidays) and you can buy and sell days.

Supporting your Health - Dental Insurance Health Cash Plan, Health Screening, Will Writing, Voluntary Critical Illness, Mental Health First Aiders, Well Being Activities - Yoga, Mindfulness.

Supporting your Wealth - Annual Bonus Schemes, Annual Salary Reviews, Competitive Pension, Employee Savings, Employee Loans.

Supporting you at Work - Well-being activities, yoga, mindfulness sessions, Sports and Social Club events and more.

Supporting you and your Family - Maternity/pregnant parent/primary adopter entitlement of 16 weeks' at full pay and paternity/non-pregnant parent/co-adopter at 8 weeks' full pay.


• Thorough understanding of claims procedures and handling skills with the ability to adapt to an ever changing environment is desirable


• Full understanding of Insurance industry would be advantageous


• Proven experience in personal claims environment is desirable


• Experience of investigating and resolving complaints.


• Experience at identifying and investigating fraud


• Ability to coach team members and manage performance where necessary as well as carry out yearly & half yearly performance reviews.


• Ability to effectively plan and prioritise


• Theoretical insurance / legal knowledge obtained by experience and / or success in insurance exams would be an advantage.


• Excellent communication.


• Ability to analyse and interpret of data.


• Strong leadership skills with the ability to motivate staff to achieve team performance in accordance with the Ageas leaders framework.