Skills

Communication Leadership Customer Service Attention to detail Training Effective Communication

Job Specifications

Department: Claims Management

Location: Stoke

Description

Great Team New Challenge
Senior Claims Coordinator, supporting Senior Loss Adjusters and the Team Leader in their daily responsibilities. Act as the primary point of contact for both internal and external stakeholders, delivering exceptional customer service and ensuring smooth coordination across all aspects of the claims process.
#INDUKI

What will your day look like:

Delivering excellent customer service to our customers and Clients.
To support the Senior Loss Adjusters to manage the customer experience throughout the claim and delivering a high level of customer satisfaction.
Ensure all new claims are processed in line with client & business requirements.
Chase suppliers both internal and external to ensure a smooth and efficient claim journey.
Demonstrate the ability to make decisions, whilst taking into account the customers circumstances and client philosophies.
Ensure the correct procedures are adhered to when dealing with and resolving all informal and formal complaints in accordance with our Company standards.
Understand the Data Protection procedures.
Understand company systems and procedures.
To demonstrate flexibility depending on customer demands.
To recognise where there are inconsistencies during the claims process and escalate to Line Manager .
Assist with inbound call handling, including escalations and complaints, ensuring high-quality customer service.
Oversee the central team inbox, assign tasks equitably among team members, and adapt workflows to meet varying requirements and situations.
Provide support to the Team Leader and Team Manager with ad-hoc enquiries, and take responsibility for team operations in the Team Leader’s absence.

Knowledge and Abilities:

Excellent organisation skills
Computer literacy together with and the ability to organize your own workload is essential
Accuracy, attention to detail and an investigative approach
Ability to work within agreed timescales and deadlines and be flexible alongside customer and/or client demand
To work actively as part of a team and contribute towards delivering team performance
To actively listen when interacting with customers using clear effective communication and adapt style to meet the customer needs
To be proactive in identifying problems and escalate to Team Leader.
Flexible and committed to a career
Ability to work in a fast paced and changing environment with the ability to embrace change positively
Flexibility around extended hours at busy periods

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

About the Company

We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses. We help our clients to manage risk, operate their core business processes, transform and grow. We deliver specialist professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, forensic accounting, customer experience, human capital, digital transformation & change mana... Know more