Description As a Team Manager in Davies, you would be responsible for overseeing a team of insurance claim professionals who work to process claims efficiently, accurately, and in compliance with regulations.
Your leadership, technical expertise and excellent service delivery track record along with customer & Cost focus will contribute to the success of the claims department and overall business strategy.
Please Note: Rolling rota evenings between the hours of 17:00 and 23:00 Monday to Friday with weekend availability if required - 25 hours per week Preston Office – Hybrid after 6 months What will your day look like: Leading a team of 12 – 16 claim handlers Providing guidance, training, and mentorship to team members Monitoring individual and team performance to ensure productivity and quality targets are met Overseeing the processing of insurance/emergency claims from start to finish Reviewing and approving complex or high-value claims Ensuring claims are handled in accordance with company policies and industry regulations Compiling and analysing data related to claims processing metrics Generating reports for management to assess team performance and efficiency Making recommendations for process improvements based on data analysis Implementing quality assurance processes to minimise errors and inaccuracies Regularly listening to calls in order understand any blockers to overall customer experience Addressing issues affecting claim processing efficiency or accuracy via regular audits Resolving escalated customer issues or complaints, prioritising informal resolution Ensuring a high level of customer satisfaction with the claims process Developing strategies to improve customer service within the claims department Consistently delivery of key KPIs; Telephony, Claim Progression, Closed Claims, Revenue and Deployment Engage with key stakeholders to make resourceful decisions quickly to mitigate failure, and work cross functionally to share resource where appropriate to sustain performance Staying up-to-date with insurance laws, regulations, and industry trends Ensuring that the claims' team adheres to all legal and regulatory requirements Implementing training programs to educate team members on compliance issues Working closely with other departments especially in times of seasonal uplift and surge Collaborating with IT teams to implement or improve claim processing systems Participating in cross-functional projects to enhance overall business operations Knowledge and Abilities: Understanding of insurance principles and claim processes Familiarity with various types of insurance product OR Experience of working in a Home Emergency claims operation Ability to motivate and inspire a team of claim handlers across remote and hybrid locations Inspire your team to deliver results and exceptional customer outcomes Strong decision-making abilities, conflict resolution and problem-solving skills Data analysis and interpretation skills, using data from a variety of sources Ability to identify trends, patterns, and areas for improvement across your team and the wider business Clear and concise verbal and written communication Ability to convey complex information in an understandable way to a range of audiences Ability to manage multiple priorities and deadlines Attention to detail in reviewing claims and documentation Dedication to providing excellent customer service and Cost management.
Empathy and understanding when dealing with customers' needs Commitment to upholding legal and ethical standards Ensuring team members understand and follow compliance requirements Flexibility to adjust to changes in processes or regulations Willingness to learn and implement new technologies, strategies, and ways of working Previous experience in insurance claims processing, with at least 2 years supervisory role Strong knowledge of insurance products, procedures, and regulations Excellent leadership and team-building skills Effective communication skills, both verbal and written Analytical mindset with the ability to interpret data and make strategic decisions Proficiency in using claims processing software and Microsoft Office Suite Benefits Career & Purpose Davies Innovation Lab Leadership training programme Funding for professional qualifications Thrive at Davies; learning opportunities Environmental & Social The Davies Foundation Local charity funding Pennies To Heaven Employee Resource Groups Employee volunteering programme Financial Health Pension, 5% employee and 5% employer contribution My Choices at Davies provides; High Street discounts and Financial wellbeing hub Life assurance: x4 Refer a Friend Cycle to Work Scheme Lease car salary sacrifice Davies Incentive Plan Enhanced maternity, paternity and adoption pay Metal, Physical & Emotional Wellbeing Wellbeing centre; move, munch, money & mind focus Discounts with 100's of UK retailers EAP; 24/7 confidential helpline 25 days holiday, increases to 26 days after 5 years and 27 after 10 years Flexible working; hybrid, work from home or join a collaborative office space Dress for your day Inclusive employment policies eg.
Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses.
We help our clients to manage risk, operate their core business processes, transform and grow.
We deliver professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, customer experience, human capital, digital transformation & change management.
Our global team of more than 6,500 professionals operate across ten countries, including the UK & the U.S. Over the past ten years Davies has grown its annual revenues more than 20-fold, investing heavily in research & development, innovation & automation, colleague development, and client service.
Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients.