Senior Case Manager
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Senior Case Manager
Department: Client Management
Employment Type: Permanent - Full Time
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 *
- Audit and feedback *
- Audit and feedback *
- Feedback, SLA performance data analysis
- Audit and feedback *
- Lifecycle MI, Audit and feedback *
- 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