Policy Analysis Operations Manager – 9 Month FTC
Location: Haywards Heath | Salary: £67,700 – £76,000 depending on experience | Department: Customer & Operations
We’re 1st Central, a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with excellent service. We were awarded Insurance Employer of the Year at the British Insurance Awards 2024, and our Glassdoor score is impressive!
Are you looking for a role where you can lead, inspire, and make a real impact? We’re seeking a Policy Analysis Operations Manager to join our Counter Fraud Services (CFS) Policy Analysis (PA) team at First Central on a 9-month fixed-term contract.
The PA team is responsible for validating new and existing customer policies flagged for application fraud or misrepresentation, ensuring customers are insured correctly at the right rate. As PA Operations Manager, you’ll oversee PA operations and contact centres, playing a key role in achieving the team’s objectives.
You will lead around 8 teams and 80 colleagues, driving an exceptional contact centre experience, maintaining engagement, supporting career growth, and ensuring department metrics and SLA targets are met. If you thrive in a fast-paced, people-focused environment, we’d love to hear from you!
Ideal candidates will be able to:
- Lead and inspire teams
- Communicate effectively
- Present confidently
- Organise and prioritise tasks efficiently
What we offer:
- Salary from £67,700 to £76,000 depending on experience
- 26 days holiday plus 8 bank holidays, plus an extra 'You' day for personal occasions
- £100 off your car insurance
- A vibrant, supportive, and busy workplace
Responsibilities include:
- Ensuring recruitment and onboarding processes meet staffing needs
- Managing relationships with outsourced partners to meet staffing levels
- Achieving productivity, quality, and complaint resolution targets
- Embedding colleague engagement and wellbeing strategies
- Identifying process improvements for efficiency and customer outcomes
- Providing SME insights into PA systems and workflows
- Collaborating with leadership to meet departmental objectives
Required experience & knowledge:
- Leadership experience
- Stakeholder management skills at customer-facing and senior levels
- Experience in the private motor vehicle insurance industry, especially policy and claims
- Understanding of counter fraud best practices
- Knowledge of motor insurance policies, claims, and fraud
- Familiarity with the quote-to-sale journey and FCA requirements
Skills & qualifications:
- Leadership and team inspiration
- Excellent communication skills
- Analytical and problem-solving abilities
- Confident presentation skills
- Organised, proactive, and able to prioritise
- Data literacy, especially Excel, with ability to present insights
- Degree or relevant experience
Interested? Apply today!
What we offer our colleagues:
- People-first culture with energetic and supportive workplaces
- Perks detailed in our full benefits package
For more information, contact our Talent team. We look forward to hearing from you!
#J-18808-Ljbffr”, “datePosted”: “2026-04-11”, “hiringOrganization”: { “@type”: “Organization”, “name”: “First Central Services”, “sameAs”: “https://uk.whatjobs.com/pub_api__cpl__402781178__4861?utm_campaign=publisher&utm_medium=api&utm_source=4861&geoID=615” }, “jobLocation”: { “@type”: “Place”, “address”: { “@type”: “PostalAddress”, “addressLocality”: “Haywards Heath” } } }Policy Analysis Operations Manager – 9 Month FTC
Location: Haywards Heath | Salary: £67,700 – £76,000 depending on experience | Department: Customer & Operations
We’re 1st Central, a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with excellent service. We were awarded Insurance Employer of the Year at the British Insurance Awards 2024, and our Glassdoor score is impressive!
Are you looking for a role where you can lead, inspire, and make a real impact? We’re seeking a Policy Analysis Operations Manager to join our Counter Fraud Services (CFS) Policy Analysis (PA) team at First Central on a 9-month fixed-term contract.
The PA team is responsible for validating new and existing customer policies flagged for application fraud or misrepresentation, ensuring customers are insured correctly at the right rate. As PA Operations Manager, you’ll oversee PA operations and contact centres, playing a key role in achieving the team’s objectives.
You will lead around 8 teams and 80 colleagues, driving an exceptional contact centre experience, maintaining engagement, supporting career growth, and ensuring department metrics and SLA targets are met. If you thrive in a fast-paced, people-focused environment, we’d love to hear from you!
Ideal candidates will be able to:
- Lead and inspire teams
- Communicate effectively
- Present confidently
- Organise and prioritise tasks efficiently
What we offer:
- Salary from £67,700 to £76,000 depending on experience
- 26 days holiday plus 8 bank holidays, plus an extra ‘You’ day for personal occasions
- £100 off your car insurance
- A vibrant, supportive, and busy workplace
Responsibilities include:
- Ensuring recruitment and onboarding processes meet staffing needs
- Managing relationships with outsourced partners to meet staffing levels
- Achieving productivity, quality, and complaint resolution targets
- Embedding colleague engagement and wellbeing strategies
- Identifying process improvements for efficiency and customer outcomes
- Providing SME insights into PA systems and workflows
- Collaborating with leadership to meet departmental objectives
Required experience & knowledge:
- Leadership experience
- Stakeholder management skills at customer-facing and senior levels
- Experience in the private motor vehicle insurance industry, especially policy and claims
- Understanding of counter fraud best practices
- Knowledge of motor insurance policies, claims, and fraud
- Familiarity with the quote-to-sale journey and FCA requirements
Skills & qualifications:
- Leadership and team inspiration
- Excellent communication skills
- Analytical and problem-solving abilities
- Confident presentation skills
- Organised, proactive, and able to prioritise
- Data literacy, especially Excel, with ability to present insights
- Degree or relevant experience
Interested? Apply today!
What we offer our colleagues:
- People-first culture with energetic and supportive workplaces
- Perks detailed in our full benefits package
For more information, contact our Talent team. We look forward to hearing from you!
#J-18808-Ljbffr…