Policy Review Team Leader – Counter Fraud team

Policy Review Team Leader – Counter Fraud team

Haywards Heath
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We’re on the hunt for a talented and motivational leader to join us as a Policy Review Team 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
  • 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
  • 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.
Want to know what it’s really like to work at First Central? Take a look at our Glassdoor reviews.

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

Based on 93 Glassdoor reviews (April 2020)


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Flexible working

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Get your birthday off

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Holiday Extra

Not only do you get a generous holiday entitlement, you can also buy additional leave.


Get a day off each year to take part in volunteering activities.

Health cash plan

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

Season ticket loan

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