Davies
DER Home Emergency Team Manager - Evenings Full Time
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Department: Claims Management
Location: Preston
Description
Evening Team Manager - Claims Operations
Lead People. Drive Performance. Deliver Exceptional Customer Outcomes.
Are you a passionate people leader who thrives in a fast-paced claims environment? Do you enjoy coaching teams, improving performance and making a genuine difference for customers when they need support most?
We're looking for an inspirational Team Manager to lead a high-performing team of Claims Handlers within our Niche & DER operation. This is a fantastic opportunity to take ownership of team performance, shape customer outcomes and influence operational excellence across a growing business.
What will your day look like:
The Role
You'll lead a team of 12-16 Claims Handlers, creating an environment where people feel supported, challenged and empowered to succeed. Balancing people leadership with operational oversight, you'll ensure claims are handled efficiently, compliantly and with the highest levels of customer care.
No two days are the same. From coaching colleagues and resolving escalated customer issues to analysing performance data and driving continuous improvement, you'll play a pivotal role in delivering outstanding results.
What You'll Be Doing
- Leading, coaching and developing a team of Claims Handlers
- Driving performance across key operational KPIs including Telephony, Claim Progression, Closed Claims, Revenue and Deployment
- Creating a culture focused on customer satisfaction, quality and accountability
- Handling complex customer escalations and ensuring positive outcomes
- Monitoring quality standards through audits and call listening
- Using data and MI to identify trends, improve performance and drive efficiencies
- Working collaboratively with colleagues across Operations, IT and the wider business
- Ensuring claims are managed in line with regulatory and compliance requirements
- Supporting business resilience during periods of increased demand and seasonal surges
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Knowledge and Abilities:
You'll be a confident and engaging leader who knows how to get the best from people.
You'll bring:
- Previous experience within an insurance claims environment
- At least 2 years' leadership or management experience
- A strong understanding of claims processes and insurance principles
- Excellent coaching and people development skills
- Strong analytical and problem-solving abilities
- Experience managing performance against operational targets
- Outstanding communication and stakeholder management skills
- A passion for delivering exceptional customer experiences
- Experience within Home Emergency Claims or wider insurance products would be advantageous.
Why Join Us?
This is more than a management role. It's a chance to influence the direction of a growing operation, develop talented people and help customers through some of their most difficult situations.
You'll join a supportive and collaborative business where your leadership matters, your ideas are valued and your contribution makes a real impact every day.
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Ready to lead a team that delivers outstanding results and exceptional customer experiences? We'd love to hear from you.
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 e.g. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
- Flexible benefits include; holiday purchase plan and a opportunity to purchase health cash plan and BUPA dental plan
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