Home Emergency Insurance Team Manager – Evenings

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 to assess team performance and efficiency Making recommendations for process improvements based on data analysis.
• Implementing quality assurance processes to minimise errors and inaccuracies Regularly listening to calls in order understand any 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:

• 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

• Understanding of insurance principles and claim processes
• Familiarity with various types of insurance product  OR 
• Experience of working in a Home Emergency claims operation (for DER)

• Clear and concise verbal and written communication
• Ability to convey complex information in an understandable way to a range of audiences

• Dedication to providing excellent customer service and Cost management.  
• Empathy and understanding when dealing with customers' needs

• Ability to manage multiple priorities and deadlines
• Attention to detail in reviewing claims and documentation

Benefits

• Davies Innovation Lab
• Leadership training programme
• Funding for professional qualifications
• Thrive at Davies; learning opportunities

• The Davies Foundation
• Local charity funding
• Pennies To Heaven
• Employee Resource Groups
• Employee volunteering programme

• 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

• 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