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Claims Team Manager
Department: Operations
Employment Type: Permanent - Full Time
Location: Preston
Description
At Davies, people are at the heart of all we do. Our 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 to 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 delivering key KPIs; Telephony, Claim Progression, Closed Claims, Revenue and Deployment
* Engaging with key stakeholders to make resourceful decisions quickly to mitigate failure, and working cross-functionally to share resources
* 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
* Inspiring 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 products 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
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 an opportunity to purchase health cash plan and BUPA dental plan
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