Claims Team Manager

Department: Operations

Location: Preston

Description

At Davies people are at the heart of all we do, out values state that we succeed together, and it is this, that makes the business a great place to work! You will be valued and supported and receive excellent benefits including but not limited to:

• Reward platform – discounts for over 800 retailers


• 25 days holiday (rising with service plus option to purchase up to 5 extra days a year!)


• Development, training, and professional qualifications

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.

What will your day look like:

Team Leadership

• 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

Claims Processing

• 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

Quality Assurance

• 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

Collaboration

• 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

Service Delivery

• 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


• 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

Data and Analysis

• 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

Compliance

• 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

Knowledge and Abilities:

Essential

Leadership

• 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

Technical Ability

• Understanding of insurance principles and claim processes


• Familiarity with various types of insurance product OR


• Experience of working in a Home Emergency claims operation (for DER)

Communication

• Clear and concise verbal and written communication


• Ability to convey complex information in an understandable way to a range of audiences

Customer Focus

• Dedication to providing excellent customer service and Cost management.


• Empathy and understanding when dealing with customers' needs

Adaptability

• Flexibility to adjust to changes in processes or regulations


• Willingness to learn and implement new technologies, strategies, and ways of working

Analytic Thinking

• 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

Organisation

• Ability to manage multiple priorities and deadlines


• Attention to detail in reviewing claims and documentation

Compliance

• Commitment to upholding legal and ethical standards


• Ensuring team members understand and follow compliance requirements

Qualifications

• Previous experience in insurance claims processing, with at least 2 years in a supervisory or management 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

#INDUKI

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

Mental, 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