Claims Fraud Technical Lead

Salford Quays, Manchester or Haywards Heath, West Sussex
Up to £49,000 - Depending on Experience
26 Apr 2022
24 May 2022
Contract Type
Full Time

First Central currently have an exciting opportunity for a Claims Fraud Technical Lead to join our Counter Fraud Services Team in either our Haywards Heath, West Sussex or Salford Quays, Manchester office.

You'll supervise and provide motivational direction to the Complex Fraud team to ensure delivery of an efficient and effective service to the business and Counter Fraud teams at the same time ensuring delivery of business performance objectives, KPIs and SLAs in accordance with company procedures and policies.

You will also support the Claims Fraud Technical Manager in developing Complex Fraud identification, development of strategies both within Complex Fraud and across Claims Fraud.

This role is Certified in line with the Senior Managers and Certification Regime (SMCR)

Job responsibilities:

  • Ensure delivery of the CFS business plan and targets
  • Deputise and support the Claims Fraud Technical Manager (CFTM) as and when required
  • Provide regular reports to the CFTM on the status of objectives, KPI’s and SLA’s
  • To support the CFTM with quality civil and criminal police referrals in line with other department managers to facilitate securing of appropriate sanctions and sentences, that will deter and prevent the business being a target for fraud.
  • To drive Claims Fraud strategies and initiatives in line with agreed process and maximise benefit to the business, reporting and control of management information. To include liaising with suppliers and the market to identify new strategies and initiatives.
  • Provide guidance and support to the Claims Fraud Investigators, Complex Fraud Handlers and Coaches with any queries and technical development requirements.
  • To be responsible for all types of Complex fraud workstreams and to ensure that these are investigated, validated, and controlled within agreed metrics and SLA. 
  • To ensure all new investigations and operations are investigated thoroughly in line with agreed processes and are validated whilst maintaining a good degree of customer satisfaction (where appropriate) and any impact to our customer’s journey is mitigated.
  • Be a referral point for escalated customer complaints to achieve a positive outcome.
  • To support the CFTM to manage and control our supplier panel litigators to control all aspects of Claims Fraud litigation including technical capability for Tort of Deceit, Tort of Conspiracy legal proceedings.
  • Provide sign-off of all high value payments and reserve changes within own authority.
  • Responsible for conducting staff management duties including:
  • Conduct regular reviews to ensure the accuracy and quality of the team’s work meets high standard inline with business requirements
  • Deliver coaching and feedback to the team to achieve KPI’s and SLA’s, and conducting regular performance reviews and 1-2-1’s; including probationary reviews, annual appraisals and audit feedback.
  • Monitor the Complex Fraud Handlers’ calls to ensure they are following company policies and procedures at all times and are compliant with FCA regulations (including TCF principles)
  • Set and monitor KPIs for the Complex Fraud Handlers.
  • Deal with all employee issues including monitoring absence, supporting the disciplinary process, and resolving employee issues with support from the HoCCF  and HR when required.
  • Assist the recruitment process and assist with the training of new recruits, or re-training of current employees when required.
  • Have input into and manage departmental procedures and processes through continuous improvement techniques specifically in relation to Claims Fraud and drive improvements in processes and systems.
  • Ensure all Complex Fraud Handlers are compliant with TCF principles when liaising with customers and ensure own personal compliance with TCF principles.
  • To build relationships and work closely with other CFS teams and other departments to ensure consistency and best practise.
  • To work closely with panel; Solicitors, Accident Investigators and other suppliers to monitor performance and ensure adherence to processes.
  • Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
  • Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times.
  • Any other reasonable duties
  • Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times

Experience & knowledge:

  • An extensive and strong background working within Motor Claims and Fraud.
  • An extensive and strong background in handling Motor Claims and Fraud, to include litigation.
  • A strong background in developing and delivering Claims Fraud strategies and initiatives.
  • A strong background in leading a team, performance management, setting and managing team objectives.


Skills & Qualifications:

  • Excellent communication skills, both verbal and written
  • Excellent time management and organisation skills
  • Excellent stakeholder management skills
  • Strong leadership and people management skills with the ability to motivate employees in a high pressurised environment
  • Good commercial awareness.
  • Cert CII or ACFS/ACFTECH qualified
  • Good commercial awareness.


  • Strives to drive business improvements to contribute to the success of the business Commercially & 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 to contribute to the success of the business
  • Self-motivated and enthusiastic
  • An organised and proactive approach
  • Ability to work on own initiative and as part of a team
  • A flexible approach and positive attitude

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…

  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • YOUday – we give you an extra day off to celebrate a special day
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid

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.

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