Home Emergency Insurance Team Manager – Evenings

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

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