Home Emergency Insurance Team Manager – Evenings
Department: Claims Management
Employment Type: Permanent - Full Time
Location: Preston
Description
New Opportunity working as part of an amazing management team in Preston
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: This a rolling rota, up to 11.00pm, based in our office in Fulwood, Preston
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; making recommendations for process improvements based on data analysis.
- Implementing quality assurance processes to minimise errors and inaccuracies; regularly listening to calls to understand 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.
- 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
Leadership Skills
- 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, conflict resolution and problem-solving skills.
Technical Ability
- Understanding of insurance principles and claim processes.
- Familiarity with various types of insurance product.
- 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.
Organisation
- Ability to manage multiple priorities and deadlines.
- Attention to detail in reviewing claims and documentation.
Qualifications & Experience
- 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.
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 SchemeLease 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
- 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
#J-18808-Ljbffr