DER Home Emergency Team Manager

DER Home Emergency Team Manager Department: Claims Management Employment Type: Permanent - Full Time Location: Preston Description 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 are looking to recruit a dedicated Team Manager to support our busy claims 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. Location: Fulwood, Preston Hours: Evenings - 15:00 - 23:00, 1 in 4 weekends Saturday and Sunday - rota days off in the week 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 Claim 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 in order 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 delivery of key KPIs; Telephony, Claim Progression, Closed Claims, Revenue and Deployment Engage with key stakeholders to make resourceful decisions quickly to mitigate failure, and work cross functionally to share resource 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 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: 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 abilities, conflict resolution and problem-solving skills 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 Technical Ability 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) 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 #INDUKI 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 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