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Senior Case Manager
2 months ago
Job Summary:
Davies Group is seeking a highly skilled Senior Case Manager to join our team. As a Senior Case Manager, you will be responsible for effectively managing a caseload of new, in-progress, and complex property claims in line with client and service level requirements.
Key Responsibilities:
- Proactively manage own caseload to consistently achieve all relevant Service Level Agreements (SLAs) while 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, knowledgeably, 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.
Requirements:
- 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.
About Davies Group:
Davies Group is a leading provider of claims management services. We are committed to delivering exceptional results for our clients and providing a great place to work for our employees. We value our employees and offer a range of benefits, including a reward platform, 25 days holiday, and opportunities for development and training.
