Why would you join Davies? 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 Davies Group are looking for a Senior Case Manager to effectively manage a case load of new, in-progress and more complex property claims in line with both client and service level requirements, setting a good example for the team in terms of both proactivity and attitude What will your day look like: Proactively manage own caseload to consistently achieve all relevant Service Level Agreements (SLAs) whilst demonstrating good levels of technical competence. Handle technical, quality and payment referrals from Case Managers up to authority level. Manage claims that exceed the delegated authority (DA) limit or that are removed from DA due to SI concerns/underwriting issues up to authority level. Support team members with complaint handling and liaise with client customer relation teams, where required, to resolve/escalate complaints Support Team Leader with management activities including communication of plans to the team, monitoring and managing SLA performance, productivity and general conduct. Effectively handle all customer interactions (Client and direct customer) professionally, knowledgably and with Treating Customers Fairly (TCF) in mind Effectively manage third party suppliers to drive cases to settlement with service, cost and timescales in mind Adhere to relevant governance and regulatory processes (Data Protection [DPA], TCF, Information Security) Take responsibility for own self-development through effective use of PDR and audit feedback and relevant learning courses Contribute positively to both great teamwork and a good overall culture Measured by: SLA performance data analysis Audit and feedback Audit and feedback Audit and feedback Feedback, SLA performance data analysis Audit and feedback Lifecycle MI, Audit and feedback Audit and feedback Completed PDR Forms and Competency Reviews Team performance and feedback Abilities And Knowledge: Minimum of 2 years handling of Property Claims Good customer service skills Ability to effectively manage own time and caseload Good interpersonal skills Good coaching skills Self-motivated with a drive for continuous self-development Effective Communicator IT Proficient Good problem-solving capability A bit about Davies: We are a global team of more than 6,500 professionals and growing, operating across the UK, Ireland, the US, Canada & Bermuda. Specialising in professional services and technology firms, working in partnerships with leading insurance, which are highly regulated, global businesses. We are a multi award-winning specialist professional services and technology business. We deliver operations, consulting and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation, customer experience, human capital, transformation & change management. Our values: Davies is a community of outstanding people. We welcome different perspectives, support each other’s ambitions, and grow together. In a fast-changing business environment, we adapt and look ahead. We succeed because we are multi-talented: in the skills of our teams, specialisms, and sector expertise. Working together, we are greater than the sum of our parts. We are D ynamic - We readily adapt to the changing environment. We strive for what’s next. We relentlessly seek more: for our business, our clients, our colleagues, and our communities. We are I nnovative - We are solution-focused. We have an entrepreneurial mindset. We are empowered to discover new paths. We S ucceed together - We support each other to grow. We value different perspectives, ideas, and experiences. We make an impact in our communities. We are C onnected - We are united under one mission. We believe in the power of Davies to make a difference. We are greater than the sum of our parts. We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable. Davies Group endeavour to recruit from the widest possible pool of suitable candidates. If you require any adjustments or special arrangements to be made to our application process on account of a disability, please contact Human Resources. () Note: Specific measures will apply for areas such as: Productivity, Proactivity and Quality (Team and Individual level) that link into individual objectives The Company Davies Group are a multi-award-winning specialist professional services and technology business. We deliver operations across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation, customer experience, human capital, transformation, change management and digital innovation. Over recent years we have consistently delivered double digit organic growth. Our programme of digital transformation has seen us successfully launch a range of technology-led solutions in the insurance and highly regulated markets, including the use of video, drones, robotics and our ‘Disruptive Thinking’ innovation lab that places the power of new ideas in the hands of our people. With our investments in technology, we have grown our solutions with existing clients and added new partnerships to our business. Currently we have a global team of around 6,000 professionals working with over 1,000 of our clients across the world. To find out more detail please follow the link below: https://davies-group.com/ Our Values We are Dynamic We are Innovative We are Connected We Succeed Together Our Stories Davies is a community of outstanding people. We welcome different perspectives, support each other’s ambitions and grow together. In a fast-changing business environment, we adapt and look ahead. We succeed because we are multi-talented: in the skills of our teams, specialisms and sector expertise. Working together, we are greater than the sum of our parts. Charity Work The Davies Foundation - Our people, clients and the communities we serve are at the heart of our business. The Davies Foundation has been created to give our employees the autonomy to choose how we support, giveback and do good for the local communities we live and work within. To find out more detail please follow the link below: https://www.davies-foundation.com/ Documents