Home Emergency Insurance Team Manager - Evenings

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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 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: 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 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) 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 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

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