Fraud Team Leader

Haywards Heath
£30,000 - £34,000 depending on experience
Customer & Operations
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We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life. 

Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it’s the people inside and outside our business that power us. They make us stand out, help us succeed. We’re ambitious. We’re growing. We’ve won awards.   

What makes First Central different, that’s easy, we are ambitious and love to push the boundaries, we run on people power and put our customers first, always. Could you be our next leading team player? Have you got super skills in leading and coaching a team of customer specialists, progressing each team member to their full potential?

We need a Fraud Team Leader on a 12-month maternity cover contract, is that you? Who will manage, motivate, and grow our Policy Review Specialists in Haywards Heath, West Sussex.

Delivering exceptional customer service is what we do best here at First Central whilst working to create an engaging and supportive environment for everyone. This is a great fit for someone who is currently in a leadership role and can understand how to manage a team but also keen to grow and enhance the department and you further!

You'll be a great fit for the role if you are:

  • Driven, used to working in a fast-paced environment
  • Organised, have strong organisational and time-management skills
  • A great communicator with key stakeholders and building relationships
  • Can you lead? Being able to coach and support a team is key

Working flexibly, you’ll spend the first couple of months in the office getting up to speed, learning and training to be the best leader! Once your probation has been passed it’s time to work 3 days from home and 2 days in the office for a work and life balance. If you prefer to be in the office more - that's good with us too.

Are you ready for anything? Read on further to find out more and apply!

Job responsibilities:

  • Leadership and coaching of our Policy Review Specialists
  • Help support our culture and engage our people and build a great colleague experience
  • Coaching and supporting colleagues to ensure delivery of our KPI’s and business SLA’s
  • Lead regular colleague reviews, 1-2-1’s & team meetings
  • Support our expansion through recruitment, onboarding and performance management
  • Help support the resolution of colleague problems and where needed do so through formal processes. Always provide a pragmatic, well balanced and the appropriate outcome
  • Review colleagues work to ensure they are providing the right customer outcomes against our company objectives
  • Hep resolve any customer complaints and dissatisfaction.  Support us to deliver an effortless customer experience
  • Work closely with our Operations Manager on the status of objectives, KPI’s and SLA’s
  • Assist and provide guidance to the team with any queries and to handle complex cases, if and where appropriate
  • Manage departmental procedures specifically in relation to policy fraud analysis, investigations
  • Drive and input in process improvements and system changes
  • Any other reasonable duties as required

Experience and knowledge:

  • Previous leadership experience managing a team from a customer focused and target driven environment
  • Demonstrable experience in coaching and developing a medium sized tea
  • Experience in objective setting, probational and appraisal reviews and 1-2-1s
  • Extensive motor insurance and policy fraud experience (Advantage)
  • Technical knowledge of insurance products and personal lines insurance (Advantage)
  • CII qualified or working towards this or similar qualification (Desirable)
  • Technical knowledge of insurance products and personal lines insurance (Desirable)
  • Knowledge of fraud detection and analysis systems
  • Solid understanding of insurance fraud intelligence model and relevant systems
  • Excellent knowledge of FCA requirements (including TCF) and the regulatory framework relating to claims
  • Comprehensive understanding of regulatory requirements and company principles


  • Excellent communication skills, both verbal and written
  • Good time management and organisation skills
  • Strong numeracy and literacy skills
  • Computer literate
  • 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 pressurised environment
  • Problem solving skills with the ability to adopt a logical approach to resolving problems
  • Strong customer service skills
  • Computer literate


  • Commercially focussed
  • Customer focussed
  • Self-motivated and enthusiastic
  • Takes initiative to make decisions
  • An organised and proactive approach
  • Emphasis on attention to detail and accuracy
  • Able to work on our own initiative and as part of a team
  • A flexible approach and positive attitude
  • Confident in presenting complex information in a clear and concise manner
  • Strives to deliver performance targets and drive business improvements

What can we do for you?

People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here. 

Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.

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86% of people would recommend a friend to work at First Central

Based on 164 Glassdoor reviews (March 2022)


View all benefits >

Simply Health Cash Plan

Simply Health Cash plan. Reclaim the cost of your eye tests, dental appts, physiotherapy and more

Flexible Bank Holidays

Eight flexible bank holidays; you can choose which festivals you observe


We’re passionate about it. Everyone gets a paid day off annually to volunteer

Electric Car Scheme

Plug into our Electric Car Scheme for a deal with insurance, road tax and servicing

Flexible Working

We’re flexible; most roles let you mix office and home working. We work fluidly around core hours

Your Time in Need

Your Time in Need: five days’ leave so you can deal with life stuff. We’ll support you