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 and 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
* 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 products
* 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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