Department: Client Management
Location: Bolton
Description
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.
Knowledge and Abilities:
* 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.
Measured by:
* SLA performance data analysis.
* Audit and feedback.
* Completed PDR Forms and Competency Reviews.
* Team performance and feedback.
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.
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