Policy Review Leader

Policy Review Leader

Haywards Heath
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We’re on the hunt for a talented and motivational leader to join us as a Policy Review Leader in our Counter Fraud Services (CFS) team in Haywards Heath, West Sussex.

You’ll be responsible for leading a team of Policy Review Specialists, delivering an efficient and effective service of business performance objectives, KPIs and SLAs in accordance with company procedures and policies.

This is a fantastic opportunity to demonstrate your organisational, proactive and problem-solving skills, whilst creating an atmosphere of professionalism and mutual support among employees.
Job responsibilities
  • Assist and provide guidance to your team of analysts with any queries and handle the more complex cases
  • Provide regular reports to the CFS management team on the status of objectives, KPIs and SLAs
  • Ensure all new policies are checked against CUE and the subsequent chase cycle is being adhered to and meets agreed SLAs
  • Provide technical support to the team, being a referral point for handling customer complaints and ensuring outstanding debt is kept to a minimum
  • Responsible for conducting management duties, including regular reviews, coaching and feedback, employee relations and absence issues, monitoring calls and supporting with the recruitment process and training of new recruits
  • Assist in the development of departmental procedures, investigations, technical referral and drive improvements in processes and systems
  • Ensure all analysts are compliant with Treating Customers Fairly (TCF) principles when liaising with customers and ensure own personal compliance with TCF principles
  • Ensure compliance with company and other relevant standards and regulations at all times, including Financial Crime policies
Skills, knowledge & experience
  • Chartered Insurance Institute (CII) qualified or working towards qualification
  • Extensive experience gained in the motor insurance industry, specifically with regards to policy fraud investigation and analysis/indemnity referral
  • Experience of performance management of a team and setting objectives
  • Excellent communication skills, both verbal and written
  • Good time management and organisation skills with the ability to prioritise work
  • Strong leadership and people management skills with the ability to motivate employees in a high-pressured environment
  • Knowledge of fraud detection and analysis systems
  • Excellent knowledge of FCA requirements (including Treating Customers Fairly)
  • Solid understanding of the business objectives and operations
  • Sound knowledge of managing telephony systems
  • Confident in presenting complex information in a clear and concise manner
What can we do for you? 
We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

Employee benefit packages to suit your lifestyle, including a company pension scheme, group life assurance, enhanced maternity and paternity pay, professional subscription fees, the opportunity to buy additional holiday, health cash plan, help with travel expenses and the opportunity to take a paid day off each year to do charity work.

Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

​So, if you’re up for the challenge of managing a team, got proven experience in the motor insurance industry, together with an inquisitive mind, and would like to join our vibrant and busy team, we want to hear from you today.

We’ve received some great feedback from employees on Glassdoor. Don’t believe us? Check out our reviews for yourself!

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75% of people would recommend a friend to work at First Central

Based on 87 Glassdoor reviews (January 2020)


View all benefits >

Pension scheme

We offer a workplace pension scheme for all employees.

Get your birthday off

We give you an extra day off to celebrate your special day.

Generous holiday entitlement

All employees receive a generous holiday entitlement.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Holiday Extra

We give you the option to buy up to five additional days of annual leave.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.