Team Leader

6 days ago

Wexford, Ireland Abrivia Full time

Team Leader - First Notification of Loss - Motor & Property Claims The Opportunity Our client is a well-established provider of claims management and insurance support services to the Irish market.


They are currently seeking an experienced FNOL Team Leader to oversee a dynamic and customer-focused team handling both motor and property claims.


This is a key leadership role, managing a team of 10-12 Claims Customer Service Representatives who are the first point of contact for policyholders.


The successful candidate will be responsible for ensuring SLA compliance, maintaining a high standard of customer service, and supporting team development through hands-on mentoring and training.


Key Responsibilities Lead and support a team of FNOL claims handlers delivering service excellence across motor and property lines.


Ensure performance against agreed client SLA/KPIs, including call handling, reporting, and customer satisfaction.


Provide day-to-day coaching, mentoring, and support to junior staff and new joiners.


Develop and deliver training around client service expectations, claims procedures, and best practice.


Monitor individual and team performance, conduct regular 1:1s, and identify development needs.


Act as a point of escalation for complex or sensitive customer interactions.


Collaborate with internal stakeholders to improve processes, customer journey, and workflow efficiency.


Ensure full regulatory compliance and adherence to internal procedures and standards.


What We're Looking For Proven experience in a team lead or supervisory role within claims or customer service, ideally in an FNOL setting.


Strong background in motor and/or property claims handling.


Experience in mentoring junior staff and conducting team training sessions.


Excellent knowledge of client service level delivery and SLA management.


Minimum APA qualification required; CIP highly desirable.


Strong leadership, communication, and organisational skills.


A collaborative mindset and commitment to delivering a first-class customer experience.


What's on Offer Join a company with a strong industry reputation and a people-first culture Work in a hybrid, flexible environment with a supportive leadership team Opportunity to make an impact, lead from the front, and grow your career in claims operations For more information on this role please feel free to call contact Honor - all applications are in the strictest of confidence.


Skills: Claims FNOL Team Leader Customer Service CSR Wexford Benefits: Work From Home Pension Bonus Health

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